Hybrid IT Service Request Analyst – Airline Support

1074 Amadeus Marketing Philippines Inc.; Makati; Hybrid; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Hybrid work model

Global company culture

Learning and development opportunities

Job summary

Amadeus is seeking an IT Service Request Analyst (Airline IT Support) to manage technical and functional service requests from customers and Amadeus teams. You will handle implementation and resolution activities, contribute to knowledge bases, and help improve support processes for faster self-service and enhanced customer experience.

The role involves collaborating with R&D, Maintenance, and Product Management, escalating where needed, and maintaining up-to-date knowledge of latest releases.

Qualifications

• Bachelor’s degree in IT, CS, or equivalent.
• 2–3 years of experience in technical support, incident management, or troubleshooting and resolution.
• Familiarity with ITIL foundations or certification preferred.
• Basic to intermediate knowledge of programming languages (C/C++, Java, Python, SQL).
• Experience in travel or airline industry is a plus.
• Effective English communication (written and verbal).

Responsibilities

• Case management for products and processes in scope.
• Respond to customer service requests to acknowledge, review, investigate, and possibly implement.
• Manage service request follow-ups and escalations via all platforms.
• Handle first level escalations.
• Escalate requests outside the team's scope to 3rd level groups or external providers.
• Coordinate with R&D, Maintenance, and Product Management for implementations.
• Follow-up on progress; support account management and regional care.
• Document and update service requests in the incident system.
• Identify process improvements and contribute to Product Management and Service Design.
• Contribute to knowledge solutions by creating and updating articles and best practices.
• Share product knowledge with team members and customers.

Skills

ITIL foundations

English communication

Education

Bachelor’s degree in IT/CS

Tools

C/C++

Java

Python

SQL

Job description

Amadeus is seeking an IT Service Request Analyst (Airline IT Support) to manage technical and functional service requests from customers and Amadeus teams. You will handle implementation and resolution activities, contribute to knowledge bases, and help improve support processes for faster self-service and enhanced customer experience.

The role involves collaborating with R&D, Maintenance, and Product Management, escalating where needed, and maintaining up-to-date knowledge of latest releases.