Product Maintenance Analyst

2 days ago

Fatih, Istanbul, Turkey Amadeus Full time

Job Title

Product Maintenance Analyst

Amadeus is the leading technology provider to the travel industry and is present in 190+ countries around the world. Our innovative solutions power every part of a traveler's journey, from airlines to search engines, travel agencies to hotels, the world's top travel brands rely on Amadeus to help create exceptional traveler experiences.

Istanbul is one of our strategic engineering hub locations, hosting business units from across the Amadeus ecosystem and working with multinational teams from around the world to shape and create the future of travel.

In this role you'll find a chance to:

  • Be a part of a passionate team and have enough opportunity to interact with various people upon functional needs, with various stakeholders across the globe.
  • Issues handling – making technical investigation on functional domain, based on technical evidence, using Linux machines.
  • Technical investigation – The analyst for this specific role will be responsible for investigating functional problems on third level in production environment, as part of R&D, acting as a shield between second level teams that take the incident and do the initial analysis, and the fourth level development teams that make the deeper analysis upon need.
  • Issue Prioritization – of daily issues based on severity and escalations.
  • Being accountable for the weekly sheriff duties – handling issue assignment to fellow team members, prioritization of the issues including escalations, following and keeping the mails up-to-date with relevant information on a weekly basis, done by each team member in turns.
  • Being accountable for the maintenance issues and their functional scope on mid-level, having an overall understanding of the product architecture and the relationship with other products.
  • Being accountable for the escalations on the issues the team is responsible for.
  • Actively contribute to daily Q&A meetings and monthly department meetings.
  • Write detailed maintenance related documents on Confluence platform on third level issue resolution for future similar issues.
  • Coordinate different steps and actors from the different levels of maintenance, to ensure the resolution of the claimed issue on functionality, including forming group chats, following the item resolution and keeping the right stakeholders in contact.
  • Collaborate with the second and fourth level maintenance teams to finalize root cause identification and issue resolution, possible ad-hoc requests and summarizing the findings.
  • Enable automation on some day-to-day maintenance activities, ideation of new functionalities, services and technologies.
  • Improve day-to-day job by proposing new ideas, willing to give constructive feedback to all stakeholders - orally and in writing.

About Ideal Candidate

  • Previous backend support experience in analyzing solutions from a functional perspective.
  • Minimum 4 years of professional experience.
  • Good problem solving and problem tracking skills.
  • Experience in mentoring teammates.
  • Experience in writing clear and structured documentation for fellow teammates.
  • Experience in attending calls with internal stakeholders upon need for issue clarification or explanation.
  • Experience in Vi editor or being accustomed to Linux machines * optional.
  • Ability to communicate effectively with internal stakeholders.
  • Understand and be curious to learn the TSR (Travel, Shopping and Reservation) Products ecosystem to propose operational solutions for customer needs.
  • Investigate new technologies, learn new methods and innovations.
  • Ability to write clear and structured documentation for fellow teammates.
  • Ability to attend calls with internal stakeholders upon need for issue clarification or explanation.
  • Handle multiple requests and coordinate with the development (third level) and first level or customer facing teams.
  • Attitude of looking beyond the task at hand to have a big picture with business perspective on the products worked upon.
  • Intermediate level of written and oral English communication skills.
  • Knowledge of the complete software development lifecycle.
  • Good presentation skills.

What we can offer you

A critical mission and purpose - At Amadeus, you'll power the future of travel with a critical mission and extraordinary purpose.

A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions.

A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being.

A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.

A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.

A diverse, equitable, and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.

A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.

#LI-EMEA

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.

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