Airline IT Support Analyst (Departure Control Systems: Check in, Kiosk, Baggage)

1074 Amadeus Marketing Philippines Inc.; Makati; Sur place; PHP 480 000 - 720 000; Plein temps

Avantages offerts par ce poste

Global team

Learning opportunities

Health benefits

Flexible working model

Diversity & inclusion

Reliable company

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

English communication

Problem solving

Learn Amadeus products

Description du poste

Airline IT Support Analyst (Departure Control Systems: Check in, Kiosk, Baggage)

Summary of the Role

The Amadeus Airline Resolution Center 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, Service Requests, 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.

Key Responsibilities

• 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.
• Troubleshooting of client environment using system & network tools (GoToAssist, PING, TRACERT, LOGS) to help diagnose and/or correct communication problems for those products that are reliant on specific protocols, ports and network settings that may affect the applications behavior.
• Log all customer questions and issues into the problem tracking system tool, and assist 3rd level groups with investigation and identifying root cause of problem including research and development.
• Coordinate investigation of serious and critical problems with expert groups with the objective of achieving fastest possible restoration of service.
• Provide Account Management services to key accounts to ensure their incidents have continuous follow up until resolution, handle on demand escalations, and conduct customer meetings to keep customer up to date on their incidents and proactive measurements taken.
• 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.
• Develop a detailed functional knowledge of specific applications.
• 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

• 3 years or more experience within an Airline Help Desk position; or equivalent related experience with Amadeus Departure Control Systems (Airport Check in, Kiosk, Baggage), Reservations, Fares and Pricing and Ticketing.
• Good English verbal and written communication skills with a demonstrated problem-solving ability.
• Ability to learn Amadeus products, solutions, and system interactions to respond accurately to customer questions.

What we can offer you

• A critical mission and purpose - At Amadeus, you'll power the future of travel with a critical mission and extraordinary purpose.
• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions.
• A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being.
• A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.
• A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.
• A diverse, and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.
• A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.

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, and as 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.

We are Amadeus and we make travel work better for everyone, everywhere. As part of our global team of 20,000+ passionate team members across 100+ locations, you’ll join a community united by a love for travel and technology. We’re not just shaping the future of travel; we’re using it as a force for good, enriching lives and supporting our planet. Here, you’ll be free to innovate and grow with driven colleagues. Join us on a journey where you will help us bring the world closer!