Airline IT Service Delivery Analyst

Amadeus; Taguig; Híbrido; PHP 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working model

Global learning opportunities

Diversity & Inclusion

Descripción de la vacante

Amadeus in Manila (Bonifacio Global City, Taguig) is seeking an IT Service Request Analyst to provide second- and third-level support for Airline IT products. You will handle technical and functional service requests, contribute to knowledge base, and help improve self-service options.

The role requires a Bachelor’s in IT/CS and 2–3 years in technical support, incident management, or troubleshooting. Strong English, ITIL familiarity, and basic programming knowledge (C/C++, Java, Python, SQL) are

Formación

• Bachelor’s degree in IT or CS required.
• 2–3 years of experience in technical support, incident management or troubleshooting.
• Familiarity with ITIL foundations preferred.
• Basic to intermediate knowledge of programming languages (C/C++, Java, Python, SQL).

Responsabilidades

• Respond to customer service requests to acknowledge, review, investigate, and possibly implement.
• Manage service request follow-ups and escalations via incident management system, email, and chat.
• Handle first level escalations and route complex issues to 3rd level groups inside Amadeus or external providers.
• Collaborate with R&D, Maintenance and Product Management for implementations.
• Document and update service requests in the incident management system for customers’ visibility.

Conocimientos

ITIL foundations

Programming basics

English communication

Incident management

Educación

Bachelor’s degree in IT/CS

Herramientas

Incident management systems

SQL

Descripción del empleo

Amadeus in Manila (Bonifacio Global City, Taguig) is seeking an IT Service Request Analyst to provide second- and third-level support for Airline IT products. You will handle technical and functional service requests, contribute to knowledge base, and help improve self-service options.

The role requires a Bachelor’s in IT/CS and 2–3 years in technical support, incident management, or troubleshooting. Strong English, ITIL familiarity, and basic programming knowledge (C/C++, Java, Python, SQL) are