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.​
• Receives instruction, guidance and direction from Management, and consistently monitors the status of the operational assignments.​
• Possess specialized formal education or the equivalent work experience and has the required technical and functional competencies to manage business.
• Accountability, Autonomy and Proactivity, to provide customers with a high level of continuous service and support, while managing priorities
• Listening/Reading: Can understand with ease everything heard or read. Can understand a wide range of demanding, longer texts, and recognize implicit meaning. Can summarize information obtained from Investigating teams more precisely for understandability by customers.
• Speaking: Can express him/herself spontaneously, fluently and precisely in more complex situations.

Specific accountabilities:

• Respond to user requests to research complex problems associated with the supported Airline Digital Experience Suite Product..
• Identification of Problem, and attend trainings on them to facilitate knowledge transfer and prevent problem reoccurrence through documenting knowledge articles on the impacted functionalities.
• 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’ problems, queries or complaints.
• Perform and Drive Quality reviews with Peers for Incidents Handled and Performs regular Hygiene checks to avoid escalations.
• Work in Coordination with different stakeholders in support organization to drive business.
• Identifies Improvements with existing tools being used for Daily operations and enhance its utilization.
• Knowledge of Travel Domain with Digital Experience Suite, is a Plus.
• ITIL Certification and Core Incident/Defect Lifecycle Management Experience is a Plus.
• Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, application, interactions between different components in the Architecture)
• Exposure to Incident Management & Monitoring tools like Service Now, Splunk & Kibana is essential.
• Acknowledge, investigate and possibly recover incidents within service levels using available
  knowledge solutions.
• Escalate incidents as required to 3rd level resolver groups within Amadeus or to external service providers and follow-up.
• Provide Amadeus customers with timely updates on the status of critical problems.
• Suggest improvements to Knowledge Solutions database and helps in documenting articles.

Diversity & Inclusion