Engineering Manager

Engineering Manager – Departure Control System – CM Maintenance page is loaded Engineering Manager – Departure Control System – CM Maintenance Apply locations London Heathrow time type Full time posted on Posted 2 Days Ago job requisition id R18910

Job Title

Summary of the role

Flying is easy, isn't it? You are used to catching planes to fly all around the world. Check in, print your boarding passes, drop your bags, go through the security, then board the plane... it's no rocket science.

Is it really that simple? Do you really know how it works behind the scenes? Are you curious to know what it takes to be cleared to fly by the regulatory authorities? How the check-in agent will charge you for excess baggage or kindly waive the excess? Have you ever wondered what happens when a flight is delayed or cancelled? How does the airline make sure that you get your connecting flight? 

This is a very complex business, always changing, where any mistake can severely damage the airline reputation and business, and where all airlines have their set of specificities that we need to accommodate.

We are managing the world leading airline Departure Control System - a system that provides check-in and boarding services to approximately 150 airlines and 1 billion passengers each year.

As Engineering Manager of one of the Customer Management Maintenance teams, you will lead a team of business analysts, software engineers and QA engineers that have end-to-end responsibility for the production & test support activities of Customer Management applications.

As manager of the team, your main responsibility will be to build a strong, self-organized and customer-focused team that is empowered to assess business impact, plan, deliver, take initiatives, and solve problems autonomously. You will have a key role to inspire, develop and motivate your team, while fostering a culture of feedback and continuous improvement.

The team is responsible for: 

• Timely management of production & test issues (functional, stability & performance issues…): root causes investigations and fixes 

• Quality and shift left: propose & deliver proactive maintenance initiatives, provide recommendations on code refactoring, produce high quality documentation, increase the Level 3 scope

• Ownership of the CM ticketing component: gatekeeping, functional & technical support, health & monitoring, long term vision..

• Software activations: handling of incoming demands, initiatives to handover industrialized activations outside of engineering teams…

• Fostering synergies across sites with other CM Maintenance teams (2 in London, 1 in Bogota, 1 in Bangalore and 1 in Sydney), and with other Maintenance teams within AAO (Flight Management, Disruption and Seating)

In this role you’ll

Team management:

• Develop and grow team members, by creating an open and inclusive environment, promoting diversity

• Foster team engagement, empowerment and alignment with company vision

• Setting objectives, regularly reviewing and updating these along the year, fostering a culture of continuous feedback and conducting performance appraisals

• Leading the recruitment and recruitment strategy, finding the future talents to maintain a balanced and most efficient team

• Ensure smooth newcomer's onboarding and improvements & industrialisation of the onboarding program, adapted to maintenance activities

• Motivate and guide team members to stretch and expand their own capabilities (know-how, behaviour, communication, etc…)

• Motivate your team to make the Maintenance the best place to learn, develop expertise and soft skills

• Foster teams engagement, contribution of own and of all the team to our engagement initiatives

• Build/manage a team fostering a collaborative work environment which promotes knowledge transfer and sharing across the different CM teams, cross sites (London, Bogota, Bangalore and Sydney)

Accountability & Business Acumen:

• Support the team's Product Owner in managing priorities on demands and ensuring all IRs (Incident Records) and PTRs (Problem Tracking Records) are analyzed and treated on time

• Be accountable for the performance and results of the team

• Act as or support the Maintenance Epic Owner in proposing, prioritising and delivering pro-active maintenance initiatives for long term system improvements

• Design, propose and monitor KPIs in line with above, including positive impact on profitability, cost reduction, sustainability, efficiency and customer satisfaction

• Follow-up on issues and trigger actions to avoid recurrence of tracked problem

• Suggest alternatives/improvements/new techniques in processes, flows, operational models and plans

Technical Excellence:

• Support the Product Owner and Scrum Master in defining the Program Increment objectives, aiming at achieving the Customer Incident Reduction Program targets and more

• Timely manage the investigation and resolution of production and test issues and customer inquiries

• Ensure maintenance processes are well defined, known and followed by the team

• Support the team in the analysis of incoming incidents, and in the delivery of fixes on-time, and with adherence to corporate standards and quality

• Propose and implement improvements to reduce the incoming flow of incidents and the technical debt, and to increase the team's efficiency

• Promote engineering mindset, continuous improvement and innovation

Communication:

• Ensure timely and appropriate communication to team members regarding company/organization information

• Build trust & establish healthy and transparent working relationship with maintenance stakeholders, including AAO Maintenance Business Owner, Global Customer Center, Service Management Center, Customer Incident Reduction Program, Extended Account Teams (delivery, account, service) and with Passenger Servicing (CM) train stakeholders (RTE, SA, PM, experts, principal engineers...)

• Manage customer escalations and communication during major incidents as required

• Share experience with other Engineering Managers to foster management's best practices, and collaborate with them on transversal topics

About the ideal candidate

• Post-secondary degree in Computer Science or related technical field or equivalent experience.

• Experience in software engineering

• Experience with Agile methodologies (ideally SAFe)

• Previous management experience is a strong plus

• Experience in customer-facing roles is a strong plus

• Experience in the Travel IT industry is a plus

Business understanding

• An understanding of what it takes to design, build and operate a large scale, complex system that must operate flawlessly 24x7, 365 days per year.

• Awareness of the Airline industry, the Airport ecosystem, the Amadeus Operations structure, and the standard Amadeus processes.

• We believe in aiming for excellence, taking responsibility, working together and putting our customers first. We need you to display these qualities too.

• Excellent interpersonal skills – you will work with other internal teams & customers on a daily basis.

A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

Great 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.

A 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.

A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

A flexible working model - We want our employees to do their best work, wherever and however it works best for them.

A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

Are you the one we’re looking for? Apply now

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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 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.

Amadeus is an equal opportunity employer. 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.