Desired Skills and Experience

  • Understand the business workflow (techno-functional), analyze and handle tickets with a troubleshooting mindset, propose improvements that will result in improved quality and productivity, involve in monitoring activities, and provide outstanding support to customers (firefighters).
  • Handle Test system defects: dispatch to concerned teams or follow Incident management procedures for blocking problems or problems having high impact.
  • Receive customer escalation for blocking defects and apply the TSM procedure to accelerate the resolution.
  • Implement configuration changes: Office setup, Printer, Security, Technical entries
  • Ensure persistency of Setup across Refresh and Restore cycles.
  • Attend tickets in a timely manner according to the agreed SLAs and OLAs.                                              
  • Handle communication with Operations and Development teams to ensure a quick and effective problems resolution.
  • Ensure problems are followed up and correctly reported by all TSM teams around the world, using TSM handover procedures.
  • Decide on DEV on call activation or defect severity upgrade depending on the impact of the problem
  • Implement functional end to end monitoring (Altéa Reservation, Inventory, Ticketing and Departure Control System) for customers in implementation phase in the region.
  • Produce weekly usability reports based on the monitoring results, to be communicated to implementation teams, customers and management.
  • Apply Incident management procedures to target the KPI of 95% usability for the customers and the implementation teams.
  • Reproduce issues in-house (for specific cases) and respond back in a timely manner.
  • Regular follow ups with customers with recommendations, updates and action plans.                                                           
  • Leverage internal technical expertise to peers/ mentors, contribute towards knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
  • Create new knowledge base articles to capture new learnings for reuse throughout the organization.
  • Participate in workshops with Product Engineering Groups to share best practices and learn about new functionalities.
  • Focus on an area of technical/ functional specialization and attend relevant trainings.
  • Work in collaboration with other TSM Engineers worldwide and thus cultivate expertise.                                                                          
  • Driving the implementation support Level 3 on tests systems for R&D
  • Deploying services & practices to support Service Delivery managers, Account Managers in their daily role
  • Analyzing customer needs and feedback and addressing them in an innovative and proactive way
  • Facing customers/ account management teams in dedicated workshops and events as an R&D tests management representative (whenever needed) focusing on:

Test Campaign management Top defect list tracking/ triage Weekly reporting /call Dedicated Notifications and POC Follow-up Brush tests delivery and review

  • Test Campaign management
  • Top defect list tracking/ triage
  • Weekly reporting /call
  • Dedicated Notifications and POC
  • Follow-up Brush tests delivery and review
  • Propose new services to improve the customer experience on test systems.
  • Design, develop and deliver customized and chargeable services, targeting business performance improvement.                                                      
  • Create and maintain operational procedures, knowledge repository and documentation.
  • Based on customer survey results, complaints or enquiries, challenge existing processes, propose and implement improvements.
  • Can convert design to the technical implementation by following standards on programming and documentation
  • Should have very good trouble shooting capabilities to identify the root cause of issues
  • Should have very good ability to solve technical problems independently
  • Software Engineer with overall work experience of 4 to 10 Years with at least 2 years of scripting experience preferably in Python (Mandatory)
  • At least 3 years experience in Technical/ Functional support role (Mandatory)
  • Good written and verbal communication skills.
  • Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/ or ambiguous situations.
  • 1-2 years of experience in Amadeus/ travel domain (Nice to have)
  • Required:

Scripting languages (Python) Webservices SoapUI

  • Scripting languages (Python)
  • Webservices
  • SoapUI
  • Appreciated (Optional):

Edifact SQL Unix, Linux Web Development technologies such as Java, MySQL, HTML, CSS, JavaScript, AngularJS                                                                                       

  • Edifact
  • SQL
  • Unix, Linux
  • Web Development technologies such as Java, MySQL, HTML, CSS, JavaScript, AngularJS                                                                                       
  • Scripting languages (Python)
  • Java                                                                                 
  • Experience in Amadeus or another key player Travel Technology company
  • Working knowledge of ALTEA Suite products
  • Understanding of Distribution and Airline IT business                                                                                    
  • Change management and flexibility
  • Accountability and proactivity
  • Multicultural approach
  • Customer focus
  • Analytical and conceptual thinking
  • Adaptability to fast changing business and technical environment
  • Taste for challenges
  • Personal motivation
  • Communication
  • Information gathering
  • Innovation, industry and business expertise