SRE Manager

As part of the Amadeus Global Technology and Cloud organization, the Manager of SRE, DevOps, and ITSM is responsible for Amadeus products availability and performance stability while leading 2 and 3 support engineering teams both onshore and offshore. The role is responsible for (1) building an efficient technical team providing incident and problem management services through ITIL best practices; (2) monitoring and automation solutions enabling the organization to provide proactive support approach and accelerate service recovery while increasing the uptime of products in production; (3) software delivery and infrastructure as code, CI/CD, configuration management and process improvement of efficiencies through software engineering coding standards and delivery best practices. The person in this role is constantly looking for improvements and understands the impact of the quality of the services his teams provide on customer satisfaction of the products used around the world 24/7/365. He or she will collaborate with other leaders to create engineering best practices through coding and delivery standards to ensure stable release and run time of multiple revenue generating applications, continuously improving, and optimizing through automation. This role will indirectly lead resources located in Bogota and Manila in partnership with competency center leaders. Directly manage the Site Reliability Engineering, Technical Coordinator, Incident and Problem Manager, and ServiceNow Platform teams. The ideal candidate will have a deep understanding and experience providing Service Reliability engineering, ServiceNow ITSM and significant experience in service delivery, incident, and problem management, change management, and continuous service improvement. In This Role You'll: Manage availability and performance of production revenue generating systems in the cloud and on-premises. Operationalization of Chaos engineering practice. Create, execute, and manage the SRE and DevOps team strategy. Define and measure reliability and automation goals. Provides technical guidance and best practices for scalability, performance, compliance, and privacy. Automation or elimination of repetitive tasks while increasing cost effectiveness. Create and supervise the execution of strategies focused on automating technical operations and incident support. Participate in Architecture committee design for systems focusing on reduction of risks to availability, latency, and efficiency. Define, test, run, and improve the incident and problem management process. Assist and provide input in proactive capacity planning. Designs, sets, and manages appropriate monitoring and alerting ecosystem to ensure operations teams proactively detect impact to service availability. Implement automation and orchestration for manual processes required to operate and deploy cloud services, be at the heart of developing new ideas into internal OPS/SRE tools by working closely with advanced technology and high IT professionals. Manage and oversee ITSM platform in partnership with other teams to ensure the delivery of quality services according to agreed-upon service levels. Provide strategic direction and oversight for the design, development, operation, and support of ITSM processes that are aligned with business strategy. Collaborate with other departments to identify and prioritize IT service management requirements and develop effective service delivery strategies. Develop and implement IT service standards and policies to promote efficiency and effectiveness. Partner with development teams in defining and implementing improvements in service architecture. Manage incident management, problem management, change management, and request management activities. Maintain relationships with key stakeholders to ensure IT services align with their needs. Be responsible for support escalation rotation, offering 24/7 leadership support for major incidents during and after business hours including weekends. Travel up to 15% international and domestic. About the Ideal Candidate: Education: B.S. in computer science or other relevant field or a minimum of 15 years of related work experience in Information Technology. Minimum 10 years of experience working in Information Technology. Minimum 5 years experience managing technical teams. Minimum 2 years experience working with cloud technologies (GCP, Azure or AWS). Minimum 5 years of experience in IT Service Management with a focus on managing an ITSM-managed service provider. Experience with build configuration management (e.g. Chef, Puppet, Saltstack, Ansible) and deployment optimization. Experience with CICD for Java, DB/PLSQL, Oracle Fusion, Apigee, .NET, etc. Experience with Test Automation tools such as Selenium, ReadyAPI, Postman. Familiarity with Deployment & Monitoring tools such as Splunk, Datadog, Zabbix, Prometheus, inclusive of full-stack application performance management. Experience with code repositories such as Git, Bitbucket, Github, etc. Solid understanding of technology operations. Solid understanding of IT strategy, architecture, engineering, operations, policy, processes, standards, organizational design, governance, change management, enabling technology and program delivery. Work in a Hybrid work model either from Miami, Florida or from Orlando, Florida. #J-18808-Ljbffr