Engineering Manager, Amadeus
Departure Control System, CM Maintenance
+ Bonus + Equity
Office located in Heathrow, London
Travel analytics software
Job no longer available
Travel analytics software
1001+ employees
Job no longer available
+ Bonus + Equity
Office located in Heathrow, London
1001+ employees
Company mission
To power better journeys through travel technology.
Role
Who you are
- Post-secondary degree in Computer Science or related technical field or equivalent experience
- Experience in software engineering
- Experience with Agile methodologies (ideally SAFe)
- Previous management experience is a strong plus
- Experience in customer-facing roles is a strong plus
- Experience in the Travel IT industry is a plus
- An understanding of what it takes to design, build and operate a large scale, complex system that must operate flawlessly 24x7, 365 days per year
- Awareness of the Airline industry, the Airport ecosystem, the Amadeus Operations structure, and the standard Amadeus processes
- We believe in aiming for excellence, taking responsibility, working together and putting our customers first. We need you to display these qualities too
- Excellent interpersonal skills – you will work with other internal teams & customers on a daily basis
What the job involves
- As Engineering Manager of one of the Customer Management Maintenance teams, you will lead a team of business analysts, software engineers and QA engineers that have end-to-end responsibility for the production & test support activities of Customer Management applications
- As manager of the team, your main responsibility will be to build a strong, self-organized and customer-focused team that is empowered to assess business impact, plan, deliver, take initiatives, and solve problems autonomously
- You will have a key role to inspire, develop and motivate your team, while fostering a culture of feedback and continuous improvement
- Timely management of production & test issues (functional, stability & performance issues…): root causes investigations and fixes
- Quality and shift left: propose & deliver proactive maintenance initiatives, provide recommendations on code refactoring, produce high quality documentation, increase the Level 3 scope
- Ownership of the CM ticketing component: gatekeeping, functional & technical support, health & monitoring, long term vision.
- Software activations: handling of incoming demands, initiatives to handover industrialized activations outside of engineering teams…
- Fostering synergies across sites with other CM Maintenance teams (2 in London, 1 in Bogota, 1 in Bangalore and 1 in Sydney), and with other Maintenance teams within AAO (Flight Management, Disruption and Seating)
- Develop and grow team members, by creating an open and inclusive environment, promoting diversity
- Foster team engagement, empowerment and alignment with company vision
- Setting objectives, regularly reviewing and updating these along the year, fostering a culture of continuous feedback and conducting performance appraisals
- Leading the recruitment and recruitment strategy, finding the future talents to maintain a balanced and most efficient team
- Ensure smooth newcomer's onboarding and improvements & industrialisation of the onboarding program, adapted to maintenance activities
- Motivate and guide team members to stretch and expand their own capabilities (know-how, behaviour, communication, etc…)
- Motivate your team to make the Maintenance the best place to learn, develop expertise and soft skills
- Foster teams engagement, contribution of own and of all the team to our engagement initiatives
- Build/manage a team fostering a collaborative work environment which promotes knowledge transfer and sharing across the different CM teams, cross sites (London, Bogota, Bangalore and Sydney)
- Support the team's Product Owner in managing priorities on demands and ensuring all IRs (Incident Records) and PTRs (Problem Tracking Records) are analyzed and treated on time
- Be accountable for the performance and results of the team
- Act as or support the Maintenance Epic Owner in proposing, prioritising and delivering pro-active maintenance initiatives for long term system improvements
- Design, propose and monitor KPIs in line with above, including positive impact on profitability, cost reduction, sustainability, efficiency and customer satisfaction
- Follow-up on issues and trigger actions to avoid recurrence of tracked problem
- Suggest alternatives/improvements/new techniques in processes, flows, operational models and plans
- Support the Product Owner and Scrum Master in defining the Program Increment objectives, aiming at achieving the Customer Incident Reduction Program targets and more
- Timely manage the investigation and resolution of production and test issues and customer inquiries
- Ensure maintenance processes are well defined, known and followed by the team
- Support the team in the analysis of incoming incidents, and in the delivery of fixes on-time, and with adherence to corporate standards and quality
- Propose and implement improvements to reduce the incoming flow of incidents and the technical debt, and to increase the team's efficiency
- Promote engineering mindset, continuous improvement and innovation
- Ensure timely and appropriate communication to team members regarding company/organization information
- Build trust & establish healthy and transparent working relationship with maintenance stakeholders, including AAO Maintenance Business Owner, Global Customer Center, Service Management Center, Customer Incident Reduction Program, Extended Account Teams (delivery, account, service) and with Passenger Servicing (CM) train stakeholders (RTE, SA, PM, experts, principal engineers...)
- Manage customer escalations and communication during major incidents as required
- Share experience with other Engineering Managers to foster management's best practices, and collaborate with them on transversal topics
Salary benchmarks
Our take
Legacy Spanish travel and tourism IT provider Amadeus has been working in the industry since 1987 when it was originally founded as a European global distribution system (GDS) for airlines. Now its software connects travellers to journeys via agents, search engines, tour operators, accommodation, and transport.
Having diversified in the mid-noughties to match the evolution in digital technology, Amadeus now powers business analytics and software solutions for 16 sides of the travel industry and with 6 business tools. It doesn’t spread itself thin either, with more than 15,000 employees across the world and growth still in motion.
Amadeus continues to solidify its position as a leader in the travel and hospitality tech sectors, evidenced by its strong financial performance in the second quarter of 2024. The company's significant revenue growth, strategic acquisitions, and partnerships underscore its commitment to innovation and expansion and it doesn't plan to slow down anytime soon.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Company HQ
San Pascual, Madrid, Spain
Leadership
Luis Maroto
(CEO & President)Previously Deputy CEO and CFO at Amadeus before becoming the President and CEO in 2011. They also worked as a Corporate Support Functions Director at Grupo Bertelsmann.
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