L2 Support Team Leader
3 semanas atrás
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 ManagementSupervise 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 LeadershipProvide 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 ServiceEnsure 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 ManagementAssist 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 DocumentationMaintain 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 ManagementIdentify 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 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.
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