L2 Incident Management Specialist

Amadeus

Taguig, Philippines
Hybrid
L2 incident management
Advanced technical support
Incident owner role
Provide advanced technical support and act as Incident Owners for a group of assigned products/solutions by performing in-depth analysis and testing to recover incident, determine if system specifications are met, or if product or platform are defective

Job Summary

  • Provide advanced technical support and act as Incident Owners for a group of assigned products/solutions by performing in-depth analysis and testing to recover incident, determine if system specifications are met, or if product or platform are defective.
  • Recommend solutions/designs, and advocate for and assist in the prioritization of product defects and enhancements with the Product and Development teams to ensure customer's goal are achieved.
  • Empower, coach and knowledge share with Customer Support and Technical Support teams.

Matching Summary

Provide advanced technical support and act as Incident Owners for a group of assigned products/solutions by performing in-depth analysis and testing to recover incident, determine if system specifications are met, or if product or platform are defective.

Skills & Requirements

Must-have

  • L2 Incident Management
  • Advanced technical support
  • Incident Owner role
  • Troubleshoot medium-to-high complexity issues
  • SaaS and cloud computing concepts
  • Microsoft operating system environments
  • Open-source platforms

Nice-to-have

  • Customer service experience
  • Team building skills
  • Analytical thinking
  • Highly motivated
  • Work in a hybrid set-up

Key Requirements

  • 3-5+ years experience in Level 2 Technical and Incident Management Support
  • Tertiary qualifications or equivalent
  • Hospitality industry knowledge
  • Experience in monitoring/observability tools
  • Experience in Splunk for Logs Analysis

Work Rights

Not specified

Tailored Resume

Cover Letter