Job Description

Job Title Product Support Engineer- 2

Common accountabilities:
- Works autonomously within defined processes and procedures or methodologies, takes standard decisions and may support the development of solutions to complex problems of a recurring nature.\xe2\x80\x8b
- Receives instruction, guidance and direction from more senior level roles or manager, with regular monitoring on the status of the assignments.\xe2\x80\x8b
- May have specialized formal education or the equivalent work experience and has the required technical and functional skills and basic knowledge of the business.

Specific accountabilities:

• Respond to user requests to research complex problems associated with the organization\'s telecommunications networks (voice and/or data).
• Identification of Problem, and attend trainings on them to facilitate knowledge transfer and prevent problem reoccurrence through documenting knowledge articles.
• Respond to and diagnose problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.
• Provide effective and timely resolution of users\xe2\x80\x99 problems, queries or complaints.
• Perform Quality Peer review of Incidents Handling and Regular Hygiene checks.
• Work in Coordination with different stakeholders in support organization to drive business.
• Assist in hardware and software evaluation and recommends upgrades or improvements to existing tools used for Daily operations.
• Knowledge of Travel Domain with Digital Experience Suite, Middleware Product functionalities is a Plus.
• Knowledge of ITIL Concepts with Incident/Defect Lifecycle Management is a Plus.
• Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components)
• Exposure to Incident Management & Monitoring tools like Service Now, Splunk & Kibana.
• Acknowledge, investigate and when possible recover incidents within service levels using knowledge solutions.
• Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow-up.
• Provide Amadeus customers with updates on the status of critical problems.
• Suggest improvements to Knowledge Solutions database and helps in documenting articles.

Diversity & Inclusion

We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.

Amadeus Hospitality