Lead Service Reliability Engineer

2 weeks ago

Tallahassee, United States Amadeus Full time
Position Overview


As a key member of the Amadeus Global Operations Americas team, the Lead Service Reliability Engineer plays a crucial role in ensuring the stability and performance of revenue-generating systems within production settings.

This engineer collaborates closely with fellow SREs to monitor, maintain, and resolve incidents and problems associated with Amadeus Hospitality's production applications.

The role encompasses full-stack support across all technology layers involved in proprietary hospitality software solutions and platforms.

The Lead Service Reliability Engineer reports directly to the Director of Platform and SRE, partnering with teams in Architecture, Systems, Networking, Cloud, and Platform Engineering. This position leads projects and daily operational tasks aimed at maintaining the reliability of Hospitality production applications.

The ideal candidate will deliver expert technology operations support in a dynamic, fast-paced environment. This role also serves as a senior resource and mentor for other Service Reliability Engineers, requiring autonomy within established processes and procedures. A commitment to fostering a healthy and collaborative work environment is essential.

Key Responsibilities

  • Provide support for incidents and problems related to production system availability.
  • Address latency and performance issues in production systems.
  • Enhance operational efficiency and respond to emergency incidents.
  • Demonstrate advanced knowledge of relevant products, systems, and processes.
  • Utilize judgment to achieve business objectives and resolve issues proactively.
  • Stay updated with technical advancements and apply new knowledge effectively.
  • Participate in on-call production support and perform additional duties as required.
  • Manage application incident metrics to ensure optimal performance.
  • Facilitate feedback loops from incident management to delivery teams for continuous improvement.
  • Ensure proper implementation and updates of application monitoring.
  • Identify the need for new problem tickets to promote operational enhancements.
  • Automate repetitive tasks and drive technical projects from inception to completion.
  • Provide guidance to other teams on project-related matters.
  • Communicate effectively with stakeholders to understand and meet their needs.
  • Analyze information to select the best solutions for problem-solving.
  • Generate accurate reports and presentations to convey results.
  • Plan, develop, implement, and evaluate operational quality.
Ideal Candidate Profile

  • Bachelor's degree or equivalent experience.
  • Over 8 years of experience in automated operational deployment and support.
  • Proficiency in English; knowledge of French and/or Spanish is a plus.
  • Expertise in Linux operating systems, particularly RedHat/CentOS.
  • Strong experience with Windows operating systems.
  • Extensive troubleshooting experience with web server technologies and middleware.
  • Familiarity with monitoring and alerting tools such as Datadog, Splunk, and Prometheus.
  • Solid understanding of network technology concepts.
  • Expertise in Linux shell scripting and version control systems like Git.
  • Experience with automation solutions such as Ansible or Chef.
  • Knowledge of Java application servers and Linux RPM repositories.
  • Strong problem-solving skills and excellent communication abilities.
  • Experience with containerization technologies like Docker and Kubernetes.
  • Understanding of CDN technologies.
  • Experience in mixed on-premises and cloud environments.
Working at Amadeus


At Amadeus, you will find a mission-driven environment focused on powering the future of travel. Our global presence fosters a diverse and inclusive culture, providing ample opportunities for learning and professional growth.


We prioritize a caring work environment that balances career and personal life, offering competitive remuneration packages and flexible working models.


Join us in our commitment to innovation and responsibility in the travel and hospitality industry.

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