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Summary Of The Role
Amadeus provides business critical services to various actors in the travel industry. Any service impact can imply major revenue loss and important disruption to many travelers. In case of service unavailability, the expectation is that major incidents are recovered within minutes, allowing business operations to resume as fast as possible.
Job Title
Critical Incident Manager
External Job Advert
- CVs MUST BE IN ENGLISH
LOCATION: BOGOTA
In This Role You’ll
- Coordinate the end-to-end response to major incidents: Establish effective communication channels and engage relevant technical teams.
- You will be accountable for ensuring timely escalations and involvement, as MTTR is critical for Service Management.
- Your focus will be to keep each incident progressing toward recovery through swift action and coordination.
- Organize and facilitate blameless postmortem reviews: Support the rollout of immediate fixes and long-term improvements.
- Analyze incidents to identify root causes:
Implement preventive measures to avoid recurrence (also prevent from happening to other applications for the first time).
- Drive knowledge sharing and best practices: Promote continuous learning within the team and across departments.
- Enhance internal awareness of stability risks: Contribute to the preparation and execution of significant changes.
- Collaborate closely with internal and external stakeholders: Work with technology operations, development teams, business units, and third‑party providers.
- Lead incident calls (including with customers): Facilitate joint investigations and ensure swift resolution.
- Provide regular status updates and thorough documentation: Keep stakeholders informed during and after incidents.
About The Idóneo Candidate
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- 5+ years of experience in IT incident management within high-availability, mission‑critical environments.
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