Airline IT Support Analyst — Departure Control Systems

1074 Amadeus Marketing Philippines Inc.; Makati; On-site; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Global team

Learning opportunities

Health benefits

Flexible working model

Diversity & inclusion

Reliable company

Job summary

Amadeus Airline Resolution Center seeks an Airline IT Support Analyst (Departure Control Systems: Check in, Kiosk, Baggage) to act as a 2nd level engineer, troubleshooting and resolving incidents, liaising with 3rd level groups, and ensuring high customer satisfaction.

The role requires 3+ years in an airline help desk or related Amadeus systems, with strong English communication and a willingness to learn Amadeus products. On-call duties and global collaboration are expected.

Qualifications

• 3+ years in Airline Help Desk or related Amadeus Departure Control Systems.
• Strong English verbal and written communication.
• Ability to learn Amadeus products and system interactions.

Responsibilities

• Provide proactive monitoring and consulting to preempt problems, gather evidence, investigate and create incident records.
• Respond to customer questions concerning Amadeus Solutions to ensure satisfaction.
• Analyze, diagnose and correct problems within defined service levels for fast recovery.
• Troubleshoot client environments using system and network tools to diagnose issues.
• Log customer questions in the tracking system and assist 3rd level groups with root cause analysis.
• Coordinate investigation of serious problems with expert groups to restore service quickly.
• Provide Account Management services to key accounts with ongoing follow-ups.
• Activate on-call for escalation of serious problems outside normal hours.
• Provide customers with status updates on critical problems and progress.
• Offer out-of-hours services to manage client needs (migration, support).
• Escalate issues to 3rd level groups and develop knowledge base.
• Develop functional knowledge of specific applications.
• Analyze and improve Knowledge Solutions and create missing solutions.

Skills

English communication

Problem solving

Learn Amadeus products

Job description

Amadeus Airline Resolution Center seeks an Airline IT Support Analyst (Departure Control Systems: Check in, Kiosk, Baggage) to act as a 2nd level engineer, troubleshooting and resolving incidents, liaising with 3rd level groups, and ensuring high customer satisfaction.

The role requires 3+ years in an airline help desk or related Amadeus systems, with strong English communication and a willingness to learn Amadeus products. On-call duties and global collaboration are expected.