IT Service Request & Incident Analyst

Amadeus; Manila; Hybrid; PHP 335,000 - 603,000; Full time

Benefits offered by this job

Hybrid working model

Global DNA of Amadeus

Learning opportunities

Job summary

Amadeus is seeking a qualified IT professional to join its Global Customer Care team in Manila. You will provide second- and third-level support for Amadeus Airlines customers across Reservation, Inventory, Ticketing, and Departure Control systems.

The role emphasizes incident management, case handling, knowledge sharing, and collaboration with R&D, Maintenance, and Product Management. A hybrid work setup (2-3 days onsite) and English proficiency are required.

Qualifications

• Bachelor’s degree in IT, CS or equivalent experience.
• 2–3 years in technical support, incident management or troubleshooting.
• Knowledge of ITIL foundations a plus; basic to intermediate programming knowledge.

Responsibilities

• Respond to service requests, acknowledge, review and investigate.
• Manage follow-ups and escalations via incident system, email and chat.
• Handle first level escalations and escalate as needed to 3rd level groups.
• Collaborate with R&D, Maintenance and Product Management for implementations.

Skills

English communication

IT system understanding

Team collaboration

Problem solving

Education

Bachelor’s degree in IT or Computer Science

Tools

C/C++

Java

Python

SQL

Job description

Amadeus is seeking a qualified IT professional to join its Global Customer Care team in Manila. You will provide second- and third-level support for Amadeus Airlines customers across Reservation, Inventory, Ticketing, and Departure Control systems.

The role emphasizes incident management, case handling, knowledge sharing, and collaboration with R&D, Maintenance, and Product Management. A hybrid work setup (2-3 days onsite) and English proficiency are required.