Description:
Purpose of the Role
As part of Test & Platform Services (TPS) department, the Test Systems Engineer provides functional and technical support for all test systems: Customer Facing Test Systems (CFTS), training system (SKL) and Internal Test Systems (ITS). Handles incidents and problems, but also configuration change requests on all Test Systems.
Demonstrates good transversal technical & functional knowledge, he/she will have to learn and understand about most of Amadeus application functionalities and their architecture/ dependencies to perform investigations on any type of functional issue.
His/her main goal is to offer the best possible customer experience on Amadeus Systems with the help of various techniques such as proactive monitoring, problem management, continuous improvement etc.
Needs good troubleshooting and investigation capabilities. Technical understanding is also a must have to properly drive recovery efforts and actions. Capable of coordinating parallel investigation with various experts (DEV, PDA, SRE, BU, etc.), and eventually running direct recovery actions.
Position Details:
- Employment Type - This is a Full-time Permanent Position
- Location - Sydney
Main responsibilities
- Provide functional support and perform the first level of investigation for customer functional staff. Acknowledge, investigate and when possible, 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 an 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 if needed. Ensure long term resolution in order to avoid the same issue from reoccurring 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
Requirements
- Previous experience as an Automation QA Engineer, Test System Engineer, and/or 1st level Support position
- Previous ITIL & Automation skills required
- Must have an automation mindset and to understand the language to recommend changes and implementation to create new scripts.
- Experience in Technical/ Functional support roles with Customer-facing and Scripting experience
- Computing Scripting experience, preferably in Python along with Webservices, SoapUI, Edifact, Unix, Linux, Java
- Must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges.
- Good written and verbal communication skills.
- Must have a team-oriented approach
- Project management skills preferred
- Previous experience in an enterprise environment is required.
- Previous experience in problem management and change management is required.
- Must have knowledge and experience on how to do a test plan
- Experience in Amadeus and/or Travel industry domain is a “nice to have”
- Bachelor's Degree or master's degree in computer science or related field, or equivalent work experience