L2 Incident Management Specialist

Amadeus
Philippines
Workplace: OnsiteFull timeFunction: OtherExperience: 3-5 yearsEducation: bachelorsSkills: ["Customer service","Problem solving","Time management","Teamwork","Analytical thinking"]

Provide advanced technical support as an Incident Owner for assigned products within Amadeus Hospitality, coordinating with users, engineers, and development teams to analyze incidents, recover services, and prioritize defects and enhancements. You’ll lead complex troubleshooting, manage major incident communications, and coach teams while contributing to SLO/SLA compliance in a hybrid/hospitality tech environment.

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FursaFursa
Amadeus
Amadeus
6 months ago

L2 Incident Management Specialist

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Last checked: 12 hours agoStatus: Live

Job Summary

Provide advanced technical support as an Incident Owner for assigned products within Amadeus Hospitality, coordinating with users, engineers, and development teams to analyze incidents, recover services, and prioritize defects and enhancements. You’ll lead complex troubleshooting, manage major incident communications, and coach teams while contributing to SLO/SLA compliance in a hybrid/hospitality tech environment.
Location: Philippines
Workplace: Onsite
Employment Type: Full time

Key Responsibilities

  • •Act as Incident Owner and coordinate with stakeholders during critical incidents
  • •Maintain in-depth knowledge of a product family including integrations and message flows
  • •Investigate and resolve escalated incidents from customers and internal resources
  • •Troubleshoot medium-to-high complexity issues and lead recovery efforts during bridge calls
  • •Document incident investigations and resolutions clearly for Development and internal consumption

Key Requirements

  • •3-5+ years of experience in a Level 2 Technical and Incident Management Support environment or equivalent
  • •Hospitality industry knowledge
  • •Strong problem solving, time management and customer service skills
  • •High level of computer literacy with SaaS and cloud computing concepts
  • •Experience with monitoring/observability tools (e.g., Grafana, DataDog, Thanos) and Splunk
Experience:3-5 yearsHospitality
Education:Bachelor's
Skills:Customer serviceProblem solvingTime managementTeamworkAnalytical thinking
Certifications:ITIL
Tech Stack:GrafanaDataDogThanosSplunkSaaSCloud computingSQLAzureXMLAPIHTML

Company Brief

Amadeus
Provides technology solutions for the global travel industry, including reservation systems, distribution, airline IT, hospitality, and data-driven services to travel providers, agencies, and OTAs to manage bookings and operations.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Madrid, Spain
Founded: 1987
WebsiteLinkedIn