Airline IT Support & Reservations Specialist (Hybrid)

Amadeus Fire AG; Taguig; Hybrid; PHP 550,000 - 850,000; Full time

Job summary

Amadeus in Taguig is seeking an Airline IT Support Analyst (Reservation/Ticketing System). You will provide proactive monitoring, resolve incidents, and support Amadeus solutions for airline clients as a second-level service desk.

The role requires a Bachelor's in Tourism or equivalent, 2-3 years in airline or GDS Help Desk, experience with Amadeus Reservations, Fares and Pricing and Ticketing, and willingness to work in a hybrid setup at BGC Taguig.

Qualifications

• 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.
• 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.

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.
• 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.

Education

Bachelor's Degree in Tourism or equivalent

Job description

Amadeus in Taguig is seeking an Airline IT Support Analyst (Reservation/Ticketing System). You will provide proactive monitoring, resolve incidents, and support Amadeus solutions for airline clients as a second-level service desk.

The role requires a Bachelor's in Tourism or equivalent, 2-3 years in airline or GDS Help Desk, experience with Amadeus Reservations, Fares and Pricing and Ticketing, and willingness to work in a hybrid setup at BGC Taguig.