Job Title
Global Operations SRE
About The Business Area/Department :
The Global Operations and Application Analyst team within Customer Care Operations provides business critical operations support & customer care. We deliver proactive support through earlier identification of technical and functional issues, deeper diagnostics and investigation to drive the recovery of major incidents. We communicate to the customer in an effective and timely manner to keep the customers updated during business-critical incidents.
Summary of the role:
Customer Care Operations is committed to provide high quality, consistent, accurate, and ever improving customer experience for Amadeus clients.
Hand in hand with General Operations as well as Research and development expert teams, the incumbent is responsible for owning the customer and internal company communication channels for critical severity incidents, where business, financial, reputational, or legal/regulatory impact is at risk.




He/she is responsible for understanding lines of business including customer segment and critical services and developing a deep understanding of the applications and infrastructure components supporting those business and services.
In this role you’ll:
Major incidents recovery coordination
Establish the means to resolve the incident and restore business services as rapidly as possible and driving all activities to make that occur. (ex: setup and lead communication channels between company expert teams, coordinate joint investigation and recovery efforts, escalate to management, trigger and coordinate crisis management processes)
Make whatever decisions are required to reduce client impact
Internal and External communication:
Ensure that the appropriate communications are sent to senior management keeping them advised of the incident and of the client impact.
Trigger and chair world wide company calls to ensure Regions and customer facing teams are maintained informed of the situation evolution
Provide

📌 Global Operations SRE (Bogotá)
🏢 Amadeus
📍 Bogotá