Product Maintenance Analyst

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.

The "Travel, Shopping & Reservation" (TSR) division within Amadeus has a key product maintenance team. It has to its credit the development of some of the most technically complex and challenging products in the field of TSR Shopping & Pricing Engine. You will be part of TSR Customer satisfaction Team.

Your role would be that of a product maintenance/business analyst for the maintenance activities related to the backend products.

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 and cloud

• Technical investigation- The analyst for this specific role will be responsible from investigating functional problems in both production and test environment, as part of R&D, as a shield between second level teams that take the incident and do the initial analysis, and the forth level development teams that make the deeper analysis upon need.

• Issue Prioritization - of daily issues based on severity and escalations

• Being accountable of 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 from

• Actively contribute to daily Q&A meetings and monthly department meetings

• Write detailed maintenance related documents on Confluence platform for issue resolution for future similar issues

• Coordinate different steps and actors from different levels of maintenance, to ensure the resolution of the claimed issue on a 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 summarize the findings

• Enable automation on some day-to-day maintenance activities, the ideation of new functionalities, services and technologies

• Improve day-to-day job proposing new ideas, willing to give constructive feedback to all stakeholders -orally and written.

What we are looking for;

• Minimum bachelor's degree at related fields

• Previous IT customer support experience for backend applications

• Minimum 2 years of experience in a similar role, preferably within the airline or travel technology industry

• At least 4 years of experience in Maintenance Analysis or related fields

• Proficiency in XML, JSON, YAML

• Familiarity with SOAP, REST, Protobuf

• Understanding of WSDL, OpenAPI/Swagger, JSON Schema, XSD.

• Linux and cloud environments (optional but beneficial)

• Good command of the English language

• Result driven mindset with an exceptional personality with great verbal, written, and visual communication skills

• Advanced analytical skills, experienced in collecting, organizing, analyzing abundant data, and disseminating them as meaningful information

• Strong analytical mind and advanced problem-solving skills

• Ability to deal with ambiguity and change

• Ability to manage complex problems composed of priority shifting tasks and firm deadlines by employing effective methods

• Experience in attending to the calls with internal stakeholders upon need for issue clarification or explanation

• Strong team player with a collaborative mindset

• Eager to learn new technologies and products and challenges accepted.

Nice to have,

• Aviation, GDS and NDC knowledge

• Amadeus product knowledge (SECO , ARDWeb etc.)

• Ticketing knowledge ( Re-issue , refund, revalidation)

• To have an idea about the functional errors related to products.

What can we 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 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.

Application process

The application process is easy and fast. Create your candidate profile manually or upload your CV/Resumé.

Are you the one we're looking for? Apply now!

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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.