L2 Support Team Leader

Job Title

L2 Support Team Leader

Summary:

The Team Leader - Airport Operations is responsible for overseeing and coordinating the operations of the Airport Operations L2 support team. This role ensures that all support activities (Incident, Alert, Problem & Task management) are conducted efficiently, safely, and in accordance with regulatory standards. The Team Leader acts as a liaison between the support team and management, providing guidance, training, and performance evaluations.

Key responsibilities:

Operational Management

• Supervise the daily operations of the airport support team, ensuring all tasks are completed on time and to standard;
• Coordinate with other departments to facilitate smooth operations;
• Monitor and manage the allocation of resources, including personnel and equipment;
• Implement and enforce operational policies, procedures, and safety protocols.

Team Leadership

• Provide leadership, direction, and support to team members;
• Conduct regular 1-1s to communicate objectives, expectations, and updates;
• Facilitate training and development programs to enhance team skills and knowledge;
• Conduct performance evaluations and provide constructive feedback;
• Handle employee concerns, conflicts, and disciplinary actions in a fair and consistent manner.

Customer Service

• Ensure high levels of customer satisfaction by maintaining service quality standards;
• Address and resolve customer complaints and issues promptly and effectively;
• Foster positive relationships with all customers, vendors, and other stakeholders.

Incident Management / Alert Management

• Assist the team with incident and alert management when required;
• Act as an escalation point for major incidents and keep customers informed with regular updates;
• Ensure the timely closure of incidents within SLA.

Reporting and Documentation

• Maintain accurate records of all operations, including logs, reports, and documentation;
• Prepare and submit regular operational reports to management;
• Track and analyze performance metrics to identify areas for improvement.

Problem Management

• Identify recurring problems and known errors for root cause identification and resolution;
• Log problems with relevant logs and required information for further investigation by R&D teams;
• Link incidents to relevant problem records;
• Assign and manage priorities based on the impact across multiple sites.

About the Ideal Candidate:

• Experience with cloud technologies and services;
• Ability to effectively communicate with both technical and non-technical audiences;
• Problem-solving and analytical skills;
• Proficiency in Excel;
• Ability to troubleshoot Windows PCs;
• Tackle various issues related to networks, software, and hardware;
• Capable of installing new software versions;
• Ability to read through log and config files;
• Fluent English.

What we can offer you:

• 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
• 🌎 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 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.
• 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

Diversity & Inclusion