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Product Support Team Leader

3 months ago

Ottawa, Ontario, Canada Amadeus Full time

Job Title

Manager of Customer Support Engineering

The Customer Support function within Amadeus Hospitality focuses on delivering exceptional service to clients utilizing the iHotelier Central Reservation System, ensuring a high standard of support within the engineering and technology sectors.

This position offers a hybrid work environment.

Role Overview:

Oversee a team of professionals and contractors dedicated to providing technical expertise and thorough analysis of intricate product or technology challenges and integrations.

In this position, you will:

General Responsibilities:

Responsible for the budget, performance, and outcomes of a medium-sized team or multiple teams. Influences resource allocation, budget planning, and policy development while establishing clear growth plans for team members. Possess a mid to long-term vision for the activity and business, influencing departmental strategy based on a comprehensive understanding of the operational landscape. Engaged in complex decision-making processes. Operate with a significant degree of autonomy, following management directives and escalating issues only when necessary.

Specific Team Responsibilities:

Manage product support inquiries escalated to Level 3 within Engineering & Technology, primarily focusing on lower severity cases. Handle escalation requests that exceed standard support protocols. Drive continuous enhancement of the Level 3 support function and its collaboration with other teams. Oversee legacy functions as applicable, such as request fulfillment.

Specific Leadership Responsibilities:

Manage team resources in alignment with demand and budget while fostering team development. Represent the function to other departmental leaders and senior management, including tactical escalations. Contribute to operational procedures and support processes. Promote continuous improvement in performance, productivity, and efficiency, collaborating with other support, engineering, and product leaders. Analyze trends, generate reports, and escalate findings to relevant stakeholders, advocating for the needs of the support function.

Ideal Candidate Profile:

Minimum of 5 years' experience leading diverse teams; at least 3 years managing direct reports. 5 years' experience in a Technology department. 5 years' experience in support functions. Proven experience in process ownership and continuous improvement, including metrics and reporting. Familiarity with ITIL Service Management or similar best practices. Understanding of software engineering and software delivery lifecycle principles. Background in the hospitality and/or travel/tourism industry. Proficient in Microsoft Office applications, including Outlook, Excel, and PowerPoint. Strong skills in collaboration tools such as SharePoint and Confluence. Experience with ticketing systems like ServiceNow, Rally, or Jira. Fluent in English with strong communication skills, capable of engaging with various team members and leadership levels. A collaborative and constructive mindset, along with critical thinking abilities and effective time management skills.

What We Offer:

Competitive remuneration, individual and company performance bonuses, paid vacation and holidays, health insurance, and other attractive benefits. Flexibility to work from anywhere: onsite or hybrid. Opportunities for professional development through online learning platforms that enhance both technical and soft skills. A diverse and inclusive workplace, contributing to one of the world's leading travel technology companies and playing a role that impacts millions of travelers globally.