Airline IT Support Analyst

Amadeus; Makati; Hybrid; PHP 500,000 - 900,000; Full time

Job summary

Amadeus is seeking an Airline IT Support Analyst to provide high-quality second-level support for Amadeus solutions. The role focuses on proactive monitoring, incident management, and effective communication with clients to maximise uptime and satisfaction.

Ideal candidates have 2-3 years in an airline or GDS help desk, experience with Amadeus Reservations, Fares, and Ticketing, and are comfortable working in a hybrid setup in Makati/Taguig area.

Qualifications

• Bachelor’s degree in Tourism or equivalent required.
• 2-3 years’ experience in Airline/GDS Help Desk or equivalent.
• Experience with Amadeus Reservations, Fares, Pricing, Ticketing.
• Experience in Departure Control System, GDS, Reservations.
• Strong English communication skills; ability to solve problems.

Responsibilities

• Provide proactive monitoring and consulting services; preempt problems in Amadeus solutions.
• Respond to customer questions about Amadeus Solutions to ensure satisfaction.
• Analyze, diagnose and fix problems within defined service levels to ensure first contact resolution.
• Coordinate investigations of serious problems with expert groups to restore service quickly.
• Activate on-call for escalation outside normal hours.
• Provide customers with updates on critical problems’ status.

Skills

English communication

Problem solving

Education

Bachelor’s Degree in Tourism or equivalent

Tools

Amadeus Reservations, Fares & Pricing, Ticketing

Departure Control System

Global Distribution System

Job description

Job Description:

Airline IT Support Analyst

Purpose of the role

The Airline IT Support Analyst provides high quality specialized functional and consulting services with the objective of ensuring our clients can be consistently profitable on Amadeus, and therefore being the main contributor to customer loyalty, highest possible account retention and positive account development. The Amadeus Airline Support Cente acts as the 2nd Level Service Desk to support Amadeus’ internal and external customers who use Amadeus Solutions. The Amadeus Airline Support Center is a Single Point of Contact, within the Amadeus Central Organization, for troubleshooting, investigating and resolving more complex Incidents, Amadeus Global Operations liaison and handling phone calls. The in-cumbent serves as an investigative functional and technical engineer and as an escalation to other 3rd level group.

In this job you will

• Provide proactive monitoring, and consulting services to preempt problems within Amadeus solutions, gather own evidence, investigate, and create incident records to resolve the problems before the customer is aware.
• Respond to Amadeus customers’ questions concerning Amadeus Solutions (functionality, application, interactions between different solution components, etc.) to ensure highest customer satisfaction.
• Analyze, diagnose and correct problems within defined service levels using the appropriate skills and tools, focusing on superior quality, and ensuring highest possible first contact resolution to ensure fastest recovery of service and highest customer satisfaction.
• Coordinate investigation of serious and critical problems with expert groups with the objective of achieving fastest possible restoration of service.
• Activate on-call for escalation of serious and critical problems outside of normal working hours.
• Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress.
• Provide out-of-hours services to manage client needs (migration, support).
• Escalate the resolution of appropriate issues to 3rd level groups.
• Build and develop a professional and productive working relationship with Global Operations and Research & Development 3rd level resolver groups, Account Managers, Product Managers, Implementation, Global operations and Research & Development 3rd level resolver groups within Amadeus; or external service providers to meet customer expectations regarding the resolution of issues.
• Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress
• Develop a detailed functional knowledge of specific applications plus a broad knowledge of system architecture, processing and system assumptions. Maintain an up to date knowledge of operational standards, help desk methodologies, technical trends and innovations in the industry.
• Analyze existing Knowledge Solutions to known problems and suggest improvements as necessary. Create missing solutions in order to facilitate knowledge transfer.

About the ideal candidate

• Bachelor’s Degree holder in Tourism or equivalent
• 2-3 years’ of experience within an Airline or GDS Help Desk Position; or equivalent related
• Experience with Amadeus Reservations, Fares and Pricing and Ticketing
• Experience in Departure Control System, Global Distribution System, Reservations
• Good understanding of the Tourism and Travel Business and Amadeus. Understanding of the business impact to clients of incidents
• 2-3 years’ of experience with Altea solutions (preferred),
• Excellent English verbal and written communication skills with a demonstrated problemsolving ability
• General knowledge of Amadeus fundamentals: history, business, offer, strategy, technology and organization
• Amenable to work in BGC Taguig. Hybrid work set-up.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity 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, andas a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer and committed to an accessible recruitment process. 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.