Job Title

Job Title

Technology Support Associate Engineer

Summary of the role

The Technology Support Associate Engineer will be responsible for leading the team in a Network Operations Center, providing first level support for application, network and systems related incidents and alerts. The Engineer reports to the NOC Managers and helps in maintaining consistent performance of NOC members. In addition, the person stays abreast of new technologies and IT best practices in the industry. The Engineer will work with other support teams, Incident/Problem Managers and Stakeholders. The candidate must be able to provide prompt technology operations support in a high energy, fast-paced environment.

The successful candidate will be bright, motivated, detailed orientated and willing to go the extra mile to ensure exceptional results for our customers. This is a great opportunity in technology operations at a growing company with opportunities for advancement for the right candidate. Come join the Amadeus family!

In this role you’ll:

· Work with various Engineers to resolve production incidents, monitor production applications performance, servers, and network using a combination of monitoring tools to ensure availability.

· Responsible for overall availability, communications and first level support for the TravelClick production environments.

· Pro-actively monitor the network, voice and applications infrastructures to maintain availability, integrity, confidentiality & performance.

· Execute management & support personnel escalations in the event of any performance degradation or production issues.

· Keep business teams updated with consistent and appropriate communications in the event of any production issues.

· Initiate incident management, triage and personnel escalation efforts for any production issues.

· Works diligently to respond to automated alerts from monitoring tools according to WLI. Use diagnostic tools to ascertain level and criticality of problem. Discover faults and conditions in a proactive manner. Diagnose cause where appropriate and resolve expeditiously

Ability to use Monitoring tools like Datadog, Zabbix, Splunk, and others to be proactive and handle the Incidents effectively

· Perform periodic health checks of systems and applications. Ability to prioritize and handle multiple tasks simultaneously working with minimal supervision

· Participate in problem analysis, issue trending, reparative alerts and outage management.

· Work with vendors to resolve issues for customers with technical support contracts with said vendors.

· Provide timely updates to clients and internal staff regarding escalated issues and mission critical outages.

· Self-disciplined, self-motivated and the ability to organize and prioritize time effectively.

· Be able to clearly communicate (Verbally/Written) about high priority issues effectively and in a comprehensible manner both to clients and employees.

· Support changes (ECC & PCC) to the production infrastructure while following all required change procedures.

· Generate documentation for processes in the NOC as needed. May write or revise system documentation and procedures.

· Maintain client security levels and confidentiality of information.

· Must be available to work non-standard business hours/shifts and be willing to participate in work shift rotation for the occasional shift coverage during holidays or other (i.e., time off vacation, sick, etc.).

· Ability to establish and maintain effective relationships with all levels of personnel both internally and externally.

About the ideal candidate:

· Bachelor’s degree in related field preferred.

· Excellent communication skills

· At least 1 year of related experience in NOC Operations

· Strong understanding of servers, Datacenter, monitoring tools and networking technologies.

· Strong understanding and experience with Linux and Windows Operating Systems.

· Experience using and administering monitoring systems [Datadog, Zabbix, Prometheus, Splunk, Nagios, Site 24X7, Solarwinds, etc.].

· Experience in ticketing systems (ServiceNow), ITIL and implementing NOC best practices.

· Must be willing to work in a 24x7x365 environment. This will include a 24/7 rotating on-call schedule.

Application process

The application process is easy and fast. Create your candidate profile manually or upload your CV/Resume.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity 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.