Product Support Engineer 2
Product Support Engineer 2
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Job Description
Job Description
Job Description
Common accountabilities:
Works autonomously within defined processes and procedures or methodologies takes standard
decisions and may support the development of solutions to complex problems of a recurring nature.
Receives instruction guidance and direction from Management and consistently monitors the status of the operational assignments.
Possess specialized formal education or the equivalent work experience and has the required technical and functional competencies to manage business.
Accountability Autonomy and Proactivity to provide customers with a high level of continuous service and support while managing priorities
Listening/Reading: Can understand with ease everything heard or read. Can understand a wide range of demanding longer texts and recognize implicit meaning. Can summarize information obtained from Investigating teams more precisely for understandability by customers.
Speaking: Can express him/herself spontaneously fluently and precisely in more complex situations.
Specific accountabilities:
Respond to user requests to research complex problems associated with the supported Airline Digital Experience Suite Product..
Identification of Problem and attend trainings on them to facilitate knowledge transfer and prevent problem reoccurrence through documenting knowledge articles on the impacted functionalities.
Respond to and diagnose problems through discussion with users which includes trouble shooting fault rectification and problem escalation.
Provide effective and timely resolution of users problems queries or complaints.
Perform and Drive Quality reviews with Peers for Incidents Handled and Performs regular Hygiene checks to avoid escalations.
Work in Coordination with different stakeholders in support organization to drive business.
Identifies Improvements with existing tools being used for Daily operations and enhance its utilization.
Knowledge of Travel Domain with Digital Experience Suite is a Plus.
ITIL Certification and Core Incident/Defect Lifecycle Management Experience is a Plus.
Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality application interactions between different components in the Architecture)
Exposure to Incident Management & Monitoring tools like Service Now Splunk & Kibana is essential.
Acknowledge investigate and possibly recover incidents within service levels using available
knowledge solutions.
Escalate incidents as required to 3rd level resolver groups within Amadeus or to external service providers and followup.
Provide Amadeus customers with timely updates on the status of critical problems.
Suggest improvements to Knowledge Solutions database and helps in documenting articles.
Remote Work :
No
Employment Type
Full Time
