Major Incident Manager

Job Title

LOCATION: BOGOTA

Summary of the role:

Amadeus provides business critical services to various actors in the travel industry. Any service impact can imply major revenue loss and important disruption to many travelers. In case of service unavailability, the expectation is that major incidents are recovered within minutes, allowing business operations to resume as fast as possible.

As an IT Service Manager, you will be accountable for the availability of production services provided by Amadeus to its customers. Part of a larger Operations Support organization, that is overseeing Amadeus production systems 24x7, your role is to prioritize the most critical incidents and minimize their business impact through rapid recovery, proactive prevention, and ongoing improvement.

In this role you'll:

• Coordinate the end-to-end response to major incidents: Establish effective communication channels and engage relevant technical teams.
• You will be accountable for ensuring timely escalations and involvement, as MTTR is critical for Service Management.
• Your focus will be to keep each incident progressing toward recovery through swift action and coordination.
• Organize and facilitate blameless postmortem reviews: Support the rollout of immediate fixes and long-term improvements.
• Analyze incidents to identify root causes: Implement preventive measures to avoid recurrence (also prevent from happening to other applications for the first time).
• Drive knowledge sharing and best practices: Promote continuous learning within the team and across departments.
• Enhance internal awareness of stability risks: Contribute to the preparation and execution of significant changes.
• Collaborate closely with internal and external stakeholders: Work with technology operations, development teams, business units, and third-party providers.
• Lead incident calls (including with customers): Facilitate joint investigations and ensure swift resolution.
• Provide regular status updates and thorough documentation: Keep stakeholders informed during and after incidents.

About the ideal candidate:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 5+ years of experience in IT incident management within high-availability, mission-critical environments.
• Strong technical expertise in ITIL practices (Incident, Problem, Change Management) and distributed IT systems.
• Experience coordinating technical teams and managing incident communications under pressure.
• Advanced analytical and problem-solving skills, with a proactive approach to incident prevention.
• Excellent organizational, facilitation, and communication skills
• Ability to manage multiple complex incidents simultaneously and meet tight deadlines.
• Experience with cloud and on-premises environments (e.g., Azure, Kubernetes, Docker, Linux/Windows).
• ITIL certification and experience in DevOps, networking, or system architecture are highly desirable.
• Fluency in English required (Spanish & Portuguese a plus)

What we can offer you:

• Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.

• Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.

• Work hybrid from our Bogota office

• Enter a diverse and inclusive workplace, join one of the world's top travel technology companies and take on a role that impacts millions of travelers around the globe.

Working at Amadeus, you will find:

A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing 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, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

A flexible working model - We want our employees to do their best work, wherever and however it works best for them.

A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

Application process: 

The application process takes no longer than 10 minutes
Create your candidate profile, upload your Resume/CV and apply today

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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.