Product Support Team Leader

1 month ago

Ottawa, Ontario, Canada Amadeus Full time

Job Title

Manager, Product Support

The Product Support Customer Retention division is dedicated to delivering exceptional service to clients utilizing the Amadeus Hospitality iHotelier Central Reservation System, focusing on the engineering and technology sectors.

This position is a Hybrid role.

Role Overview:

Oversee a team of employees and contractors tasked with providing technical engineering expertise and conducting root cause analysis on intricate product or technology challenges and integrations.

Key Responsibilities:

General Accountabilities:

  • 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.
  • Possesses a mid to long-term vision for the business and activity, shaping departmental strategy based on a comprehensive understanding of the environment. Engages in complex decision-making.
  • Operates with a high degree of autonomy, following management guidance and escalating issues only when necessary.

Specific Team Responsibilities:

  • Manage product support tickets escalated to Level 3 in Engineering & Technology, primarily for lower severity levels (3 and 4).
  • Handle escalation requests that exceed standard support protocols.
  • Drive continuous improvement 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 and senior leaders, including tactical escalations.
  • Contribute to operational procedures and support processes.
  • Promote continuous enhancement of performance, productivity, and efficiency in collaboration with other support, engineering, and product leaders.
  • Monitor trends, report findings, and escalate issues to relevant stakeholders, advocating for the needs of the support function.

Ideal Candidate Profile:

  • Minimum of 5 years' experience leading diverse teams, with 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.
  • Experience in the hospitality and/or travel/tourism sector.
  • Strong proficiency in Microsoft Office applications, including Outlook, Excel, and PowerPoint.
  • Proficient 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 effectively with various team members and leadership levels.
  • Exhibits a collaborative and constructive attitude, critical thinking abilities, and effective time management skills.

What We Offer:

  • Competitive remuneration package, including individual and company annual bonuses, paid vacation, health insurance, and other attractive benefits.
  • Flexible work arrangements: onsite or hybrid.
  • Opportunities for professional development through online learning platforms offering technical and soft skills training.
  • A diverse and inclusive workplace within one of the leading travel technology companies, contributing to a role that impacts millions of travelers globally.

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