{"id":1171509,"url":"https://alion.io/job/amadeus-senior-manager-product-support","title":"Senior Manager - Product Support","company":{"id":8132,"name":"Amadeus","domain":"amadeus.com","url":"https://alion.io/company/amadeus","size_band":"5000+","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":34,"ghost_share":0.029,"stale_share":0.529,"repost_share":0.029,"time_to_fill_p50_days":17,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":49000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":298},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Telegram","optional":false},{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-09-24T07:54:08Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-24T12:30:14Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Title\nSenior Manager - Product SupportIn this role, you'll\nOversee smooth delivery of IT support operations to ensure consistent quality and service.\nMonitor Level 2 (L2) team performance, including service level agreements (SLAs), backlog, and productivity, while maintaining transparency.\nServe as the primary point of contact for resolving complex L2 issues and coordinating with Level 3 (L3) teams during high-priority incidents.\nCollaborate with stakeholders to align processes and support issue resolution.\nTrack and communicate performance metrics to identify trends and inform continuous improvements.\nSupport onboarding, training, and skill development initiatives for new and existing team members.\nPromote adherence to operational processes and compliance by fostering understanding and accountability.\nMaintain and update procedural documentation to ensure accuracy and accessibility.\nYour Profile\nProven experience in IT support operations or service delivery management (typically 7+ years or equivalent skill set).\nFamiliarity with ITIL principles and service management practices or equivalent practical knowledge.\nStrong ability to lead teams, coach individuals, and create an inclusive, collaborative environment.\nSkilled in coordinating escalations, managing performance, and supporting cross-functional workflows.\nBasic understanding of APIs, infrastructure, security concepts, and ability to route/escalate issues appropriately.\nStrong communication, problem-solving, and reporting skills.\nCore Skills\nCollaboration and leadership across diverse teams.\nIncident and escalation management.\nPerformance monitoring and trend analysis.\nContinuous improvement mindset.\nWhat we can offer you\nA truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.\nGreat 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.\nA 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.\nA hybrid working model - We want our employees to do their best work, however the hybrid model works best for them.\nA diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.\nA Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.\nA critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.\nDiversity & Inclusion\nAmadeus 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.\nAmadeus 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.\nBe aware of recruitment scams\nAmadeus 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.","description_format":"text","description_chars":3851,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel & Tourism","Travel Agencies","Travel Technology"],"lifecycle":[{"event":"open","at":"2026-09-24T07:54:08Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":17,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-09-24T14:22:38Z"},"pay":null,"html_url":"https://alion.io/job/amadeus-senior-manager-product-support","json_url":"https://alion.io/job/amadeus-senior-manager-product-support.json","meta":{"generated_at":"2026-09-24T14:22:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}