Senior Manager - Product Support

Job Title

In this role, you'll

• Oversee smooth delivery of IT support operations to ensure consistent quality and service.
• Monitor Level 2 (L2) team performance, including service level agreements (SLAs), backlog, and productivity, while maintaining transparency.
• Serve as the primary point of contact for resolving complex L2 issues and coordinating with Level 3 (L3) teams during high-priority incidents.
• Collaborate with stakeholders to align processes and support issue resolution.
• Track and communicate performance metrics to identify trends and inform continuous improvements.
• Support onboarding, training, and skill development initiatives for new and existing team members.
• Promote adherence to operational processes and compliance by fostering understanding and accountability.
• Maintain and update procedural documentation to ensure accuracy and accessibility.

Your Profile

• Proven experience in IT support operations or service delivery management (typically 7+ years or equivalent skill set).
• Familiarity with ITIL principles and service management practices or equivalent practical knowledge.
• Strong ability to lead teams, coach individuals, and create an inclusive, collaborative environment.
• Skilled in coordinating escalations, managing performance, and supporting cross-functional workflows.
• Basic understanding of APIs, infrastructure, security concepts, and ability to route/escalate issues appropriately.
• Strong communication, problem-solving, and reporting skills.

Core Skills

• Collaboration and leadership across diverse teams.
• Incident and escalation management.
• Performance monitoring and trend analysis.
• Continuous improvement mindset.

What we can offer you

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 hybrid working model - We want our employees to do their best work, however the hybrid model 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 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 and committed to an accessible recruitment process. 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.

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.