Incident Service Specialist

Job Title

Incident Service Specialist

Job Title

Incident Service Specialist

In This Job You Will

Amadeus delivers essential services to the travel industry, where downtime can lead to revenue loss and disrupt travelers. The goal is to resolve major incidents within minutes for rapid business recovery.

As an Incident Service Specialist, you are responsible for maintaining service availability for Amadeus customers. Working within a 24x7 Operations Support team, your focus will be managing high-impact incidents, minimizing disruption through swift resolution, prevention, and ongoing improvement.

Main Responsibilities

• Major Incident Recovery: Coordinating major incident recovery involves setting up reliable communication pathways, involving the appropriate support teams, drawing on expert advice to make decisions, and escalating problems to management or outside parties when necessary. Additionally, participating in customer incident calls supports collaborative investigations and helps drive prompt solutions.
• Internal Communication: This involves consistently sharing status updates throughout incidents, maintaining thorough documentation for post-incident review, and promoting collaborative knowledge exchange across teams.
• Postmortem analysis and continuous improvement: Organize and facilitate collaborative, blame-free postmortem reviews, support the rollout of short-term fixes for immediate stability issues, ensure accuracy in incident reporting data, and suggest broader improvements to processes. Thoroughly document incident details to support the postmortem process with lessons learned. Provide accurate after-action reports to stakeholders. Foster transparency and drive continuous improvement. Identify root causes and propose implementation of preventive measures to minimize future occurrences. Actively share postmortem results within the team along with insights, best practices, and lessons learned to enhance the collective expertise in order to improve incident response capabilities.
• Major Incident Prevention: Enhance internal awareness of immediate stability exposures. Support the preparation and execution of significant changes and contribute to the development of long-term strategies for remediating stability risks.
  
  

About The Ideal Candidate

• Relevant university degree in Computer Science or a comparable Information Technology degree. ITIL Certifications is a plus.
• 2-3 years related working experience as Incident Specialist
• Demonstrated capability to leverage deep technical expertise in complex environments. Proven experience in designing solutions for incidents that impact multiple systems and teams, particularly in high-pressure situations such as outages, performance issues, or complex changes requiring risk assessment and cross-disciplinary coordination.
• A proactive approach to incident response, including anticipating issues and implementing preventive measures.
• Good understanding of the Amadeus ecosystem (or similar work experiences with other Global Distribution Systems) is an advantage.
• Preferably with exposure in the ff:
• Microsoft Azure / Kubernetes / Openshift / Docker / RedHat/ Prometheus / Argos / Splunk / Kibana / Grafana / ServiceNow/ Oracle / MariaDB / Couchbase / Elastic Search
• Artificial Intelligence Large Language Models (GPT)
• Network and links (TCP/IP, DNS, SSH, HTTP/S, load balancing, routing)
• DevOps (Golang, SQL, PromQL, ArgoCD, BitBucket, GitHub, AWX, Jenkins…)
• Assertiveness in difficult situations. Communication skills, problem solving skills, organizational and time management skills
• Amenable to work in a hybrid work setup (2-3 days a week onsite). Location: BGC
• Flexibility in handling multiple shifts is expected. May be asked to handle morning, mid or night shift depending on business need including weekends and holidays if necessary.
• Travel is also possible.
  

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. 

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.

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