Airline IT Support Analyst: 2nd Level, Proactive Resolver

Amadeus

Taguig

Hybrid

PHP 420,000 - 660,000

Full time

14 days+

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Job summary

Amadeus in Manila/BGC offers an Airline IT Support Analyst role focusing on high-quality technical and consulting services to keep clients profitable on Amadeus solutions. The job is a 2nd level service desk, handling complex incidents and coordinating with Global Operations and R&D resolver groups to ensure fastest recovery and optimal customer satisfaction.

The ideal candidate has 2–3 years in airline/GDS support, Amadeus experience, and strong English communication, with a hybrid work setup

Qualifications

Bachelor's degree in Tourism or equivalent.
2-3 years in Airline or GDS Help Desk.
Experience with Amadeus Reservations, Fares and Pricing, and Ticketing.
Experience in Departure Control System, Global Distribution System, Reservations.
Excellent English verbal and written communication skills.
Amenable to hybrid work setup in Taguig (BGC).

Responsibilities

Provide proactive monitoring and consulting services to Amadeus solutions.
Respond to customer questions about Amadeus functionality and components.
Analyze and diagnose problems to ensure high first-contact resolution.
Coordinate investigations with expert groups to restore service quickly.
Activate on-call for escalation outside normal hours.
Provide updates on critical problems to customers and stakeholders.
Offer out-of-hours support for migrations and client needs.
Escalate issues to 3rd level groups as needed.
Develop strong working relationships with Global Operations and R&D resolver groups.