SOFTWARE DEVELOPMENT ENGINEER 2

Job Title

KEY ACCOUNTABILITIES

• Technical/Functional Excellence 
  • Provide functional support and perform first level of investigation for customer functional staff
  • Acknowledge, investigate and recover incidents within service level agreements
  • Handle external customer’s questions concerning Amadeus Products and Solutions
  • Proactive Incident Management: Monitoring functional services and products to detect issue, raise alert, and ensure quick service recovery, in synchronization with operational services, so that we meet our SLAs/OLAs
  • Monitor response time metrics of main functional services and products to detect performance degradation, raise alert and ensure service recovery, by being in contact with the various subject matter experts (DEV, PDA, SRE, etc.)
  • Identify issues, source the necessary information to perform analysis, assess impact and criticality and draw reasonable conclusions
  • Summarize and provide regular status with accurate information during Incident management process
  • Follow-up issues spotted through internal functional monitoring, and trigger actions to ensure usability and stability of the products
  • Problem Management: analyze or coordinate analysis of the root-cause of major issues, liaising with development teams. Ensure long term resolution in order to avoid the same issue from re-happening again
  • Responsible for the monitoring of the software quality KPIs (functional usability, but also operational criteria and response time)
  • Identify and measure key performance indicators to evaluate system stability and process compliance of various applications
  • Design and develop automated functional test case scripts
  • Ensure proper application monitoring to guarantee the service level agreements on the test systems, in the transition from the legacy infrastructure to the Cloud
  • Ensure systems are maintained to agreed standards and all relevant configurations are documented/preserved
• Methodology & Knowledge sharing
  • For experienced profiles, coach / mentor less experienced team members on any team's skills or knowledge
  • Understand current incident classification and prioritization criteria
  • Be familiar with ITIL process
  • Project contribution (active participation, consulting)
• Communications skills
  • Demonstrate excellent written and verbal communications skills, as well as excellent listening skills, both with external and internal customers
     

COMPETENCIES

Base Competencies

• Accountability: Takes responsibility for achieving results that have a clear positive impact on business performance, owning resolution of obstacles
• Change Management: Discusses needed change with a view to the future, creates commitment and enthusiasm towards the goal and actively anticipates / manages resistance
• Customer Focus: Can apply to external or internal customers. Focuses on the best interest of the customer and Amadeus to create profitable, long-term business partnerships. Bases operational decisions on customer and business needs.
• Flexibility: Monitors performance and adapts plans / approach according to others’ needs, changes of context or altered circumstances
• Multi-cultural approach: Works effectively with people from different backgrounds / cultures to accomplish business objectives, valuing and gaining benefit from the diversity of ideas / perspectives in a multi-cultural environment
• Proactivity: Initiates and leads new approaches without needing to be told to do so and proactively addresses risks
   

Professional Skills (Business & Support)

• Business needs and IT solutions connection: Ability to understand a business need from a customer or from a business analysis and to analyze how existing or new Amadeus IT solutions can fulfill these business opportunities
   

Professional Skills (Methods & Processes)

• Investigation: Ability to investigate functional issues, using all provided tooling, application logs, understanding of the functional flows and if required, seek for internal or external expertise on the related functional domain.
• Analysis: Provide proper evidences to stakeholders to accelerate incident resolution and recover functional services, but also perform root cause analysis in a second step.
• Project Management Fundamentals: Knowledge of the different aspects of a project and how they are applied in Amadeus:
  • Project organization 
  • Project Initiation
  • Planning, estimating and scheduling
  • Executing
  • Monitoring and controlling
  • Risk management
  • Project closing
• Requirement Management: Ability to document, analyze, trace, prioritize and agree on requirements and then control change and communicate to relevant stakeholders
• Fundamental QA (Quality Assurance) Skills
  • An understanding of software QA methodologies, tools, and processes
  • Knowledge of SQL and scripting
  • Working experience in software development and software quality assurance, with a solid understanding of QA Testing Environments and Software Development Life Cycles
  • Knowledge of and ability to work with various QA / Testing tools and technologies (ex: Azure DevOps, SOAP UI, HP ALM/Octane, JIRA etc.)
  • Knowledge in testing automation frameworks (ex: Selenium)
  • Hands-on experience with Test Automation tool(s) and ability to code automated tests using one or more automation tools (ex: Selenium, robot framework)
  • Perform Manual and Automated Testing
  • Knowledge of various types of software applications (i.e. back-end applications, Web Applications, Windows-based applications, Web Services, mobile applications, etc.…)
  • Ability to define a test strategy and create Test Plans
  • Ability to do the risk assessment and set priorities
  • Experience with Agile Development Process
• Fundamental Programming skills (nice-to-have)
  • Knowledge in Python programming
  • Knowledge in Linux or Ansible programming

Soft Skills

• Rigor, analytical and problem-solving skills: Ability to use a methodical step-by-step approach to break down complex problems or processes into their constituent parts, identify root causes and effects patterns and analyze problems to arrive to an appropriate solution.
• Good communication skills
  • Ability to express ideas and opinions clearly, define messages and reach a common understanding of issues, addressing the audience effectively
  • Produce oral and written communications which are clear, fluent and concise
  • Hold the attention of others, both in a group and in one to one situation
  • Listen patiently and carefully to input and feedback
  • Deliver presentations
• Creativity: Ability to develop new customer value through solutions, processes that meet new needs or existing customer/market needs in new ways
• Fluent in English
• Listening: Can understand extended speech and lectures and follow even complex lines of argument provided the topic is reasonably familiar.
• Reading: Can understand the main ideas of complex text on both concrete and abstract topics, including technical discussions in his/her field of specialization.
• Speaking: Can interact with a degree of fluency and spontaneity that makes regular interaction with native speakers quite possible without strain for either party.
• Writing: Can produce clear, detailed text on a wide range of subjects.
• Persuasion: Ability to change a person's (or a group's) attitude or behavior toward some event, idea, object, or other person(s), by using written or spoken words to convey information, feelings, or reasoning, or a combination of them.
• Synthetic Thinking: Ability to filter information gathered from varied sources about business environment, market, industry and organization and retain the most important elements
• Ability to work in a team setting with a broad range of stakeholders (developers, QAEs, operations, business analysts), communicating clearly and precisely on the different actions and decisions. This will require flexibility, pro-activeness and persistence.

EDUCATION

• Engineering Diploma or equivalent

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Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potentialby 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 receiveconsideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.