- 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 more senior level roles or manager, with regular monitoring on the status of the assignments.
- May have specialized formal education or the equivalent work experience and has the required technical and functional skills and basic knowledge of the business.
Specific accountabilities:
- Respond to user requests to research complex problems associated with the organizations telecommunications networks (voice and/or data).
- Identification of Problem, and attend trainings on them to facilitate knowledge transfer and prevent problem reoccurrence through documenting knowledge articles.
- 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 Quality Peer review of Incidents Handling and Regular Hygiene checks.
- Work in Coordination with different stakeholders in support organization to drive business.
- Assist in hardware and software evaluation and recommends upgrades or improvements to existing tools used for Daily operations.
- Knowledge of Travel Domain with Digital Experience Suite, Middleware Product functionalities is a Plus.
- Knowledge of ITIL Concepts with Incident/Defect Lifecycle Management is a Plus.
- Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components)
- Exposure to Incident Management Monitoring tools like Service Now, Splunk Kibana.
- Acknowledge, investigate and when possible recover incidents within service levels using knowledge solutions.
- Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow-up.
- Provide Amadeus customers with updates on the status of critical problems.
- Suggest improvements to Knowledge Solutions database and helps in documenting articles.
