IT Service and Reliability Engineering Manager

Job Title

IT Service and Reliability Engineering Manager

Summary of the Role:

As part of the Amadeus Global Technology and Cloud organization, the Senior Manager IT Service Management and Reliability Engineering (ITSMRE) is responsible for Amadeus products availability and performance stability while leading level 1, 2 and 3 support engineering teams both onshore and offshore. The role is responsible for building an efficient technical team providing incident and problem management services through ITIL best practices. The Senior Manager ITSMRE is responsible for the monitoring and automation solutions enabling the organization to provide proactive support approach and accelerate service recovery while increasing the uptime of products in production. The person in this role is constantly looking for improvements and understands the impact of the quality of the services his teams provide on customer satisfaction of the products used around the world 24/7/365. Assume oversight of our change management process. Indirectly lead resources located in Bogota and Manila in partnership with competency center leaders. Directly manage the Site Reliability Engineering, Technical Coordinator, Incident and Problem Manager, and ServiceNow Platform teams. The ideal candidate will have a deep understanding and experience providing Service Reliability engineering, ServiceNow ITSM and significant experience in service delivery, incident and problem management, change management, and continuous service improvement.

In this role you'll:

• Manage availability and performance of production revenue generating systems in the cloud and on-premises.
• Operationalization of Chaos engineering practice.
• Create, execute, and manage the engineering team strategy.
• Define and measure reliability goals.
• Automation or elimination of repetitive tasks while increasing cost effectiveness.
• Create and supervise the execution of strategies focused on automating technical operations and incident support.
• Participate in Architecture committee design for systems focusing on reduction of risks to availability, latency, and efficiency.
• Defining, testing, and running the incident management process.
• Assist and provide input in proactive capacity planning.
• Responsible for creating and operationalizing monitoring solution ecosystem used in production to detect and manage availability and performance and ensure production stability proactively and automatically.
• Designing for and implementing observability solutions.
• Manage and oversee our ITSM platform in partnership with other teams to ensure the delivery of quality services according to agreed-upon service levels.
• Provide strategic direction and oversight for the design, development, operation, and support of ITSM processes that are aligned with business strategy.
• Collaborate with other departments to identify and prioritize IT service management requirements and develop effective service delivery strategies.
• Develop and implement IT service standards and policies to promote efficiency and effectiveness.
• Manage incident management, problem management, change management, and request management activities.
• Maintain relationships with key stakeholders to ensure IT services align with their needs.
• Responsible for support escalation rotation, offering 24/7 leadership support for major incidents during and after business hours including weekends.

About the Ideal Candidate:

• B.S. in computer science or other relevant field or a minimum of 15 years of related work experience in Information Technology.
• Minimum 10 years of experience working in Information Technology
• Minimum 5 years experience managing technical teams
• Minimum 2 years experience working with cloud technologies (GCP, Azure ow AWS)
• Minimum 5 years of experience in IT Service Management with a focus on managing an ITSM-managed service provider
• Solid understanding of technology operations.  Solid understanding of IT strategy, architecture, engineering, operations, policy, processes, standards, organizational design, governance, change management, enabling technology and program delivery.  
• Microsoft office suite, Visio or other diagraming design tool, Windows and Linux Operating systems, Database, Network, Cloud PAAS and IAAS, Container, ITSM platform
• On-prem and Cloud Infrastructure Concepts, Business Analysis, Operational Leadership
• Strong negotiation, organizational, and facilitation skills.
• Able to work under pressure, meet deadlines and handle multiple complex projects simultaneously.
• Skilled in developing effective partnership relationships with portfolio stakeholders
• Experience in strategic planning and analysis

What we can offer you: