Service Reliability Engineer 3

Service Reliability Engineer 3

Summary of the Role

We’re looking for an experienced Incident Manager to join our Global Customer Care team. In this role, you’ll coordinate the recovery of major incidents across Amadeus products and services, ensuring timely communication and resolution. You’ll work closely with internal and external stakeholders to minimize business impact and proactively contribute to system stability and service improvement.

In This Role You’ll

• Coordinate the recovery of major incidents, ensuring rapid restoration of business services and clear communication across teams.
• Act as the central point of contact for critical incidents, facilitating collaboration between expert teams and senior management.
• Provide timely and transparent updates to internal and external stakeholders, including customers and account teams.
• Document incident details and contribute to post-recovery analysis, reporting, and continuous improvement efforts.
• Proactively identify service stability risks, support planned outages, and contribute to long-term remediation strategies.

About the Ideal Candidate

• Degree in Engineering, preferably in Computer Engineering; ITIL Foundation Certification is a plus.
• Extensive 6-8 years experience in enterprise incident management or IT operations, ideally within the travel industry.
• Strong understanding of ITIL practices and enterprise technologies including cloud (Microsoft Azure), networks, middleware, databases (Oracle, MS SQL), and monitoring tools (Grafana, Splunk, Hadoop/Kafka).
• Proven ability to communicate effectively across technical and business leadership levels, especially during high-pressure situations.
• Skilled in problem-solving, decision-making, and stakeholder management, with a collaborative and proactive approach.

What we can offer you

• A critical mission and purpose - At Amadeus, you will power the future of travel with a critical mission and extraordinary purpose.

• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions.

• A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being.

• A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.

• A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.

• A diverse, equitable, and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.

• A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.

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