L2 Incident Lead — Hospitality Tech & Incident Ownership

Amadeus Hospitality; Taguig; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

A global technology company in Taguig is hiring an L2 Incident Management Specialist to provide advanced technical support within the hospitality industry. Responsibilities include acting as Incident Owner, resolving complex issues, and documenting solutions. The ideal candidate will have 3-5+ years of experience in technical support with strong analytical and communication skills. Knowledge of hospitality solutions and monitoring tools is preferable, with a hybrid work setup encouraged.

Qualifications

• 3-5+ years of experience in Level 2 Technical and Incident Management Support environment.
• Hospitality industry knowledge preferred.
• High level of computer literacy and technical aptitude.

Responsibilities

• Act as Incident Owner and collaborate with internal and external stakeholders during critical incidents.
• Investigate and resolve escalated incidents from customer inquiries.
• Document all incident investigation actions clearly.

Skills

Technical aptitude

Customer service experience

Analytical thinking

Strong verbal and written communication skills

Time management

Team building skills

Education

Tertiary qualifications in relevant discipline

Tools

Monitoring tools (Grafana, DataDog)

Splunk

SaaS and cloud computing concepts

ITIL, SQL, Azure

XML, API, HTML

Job description

A global technology company in Taguig is hiring an L2 Incident Management Specialist to provide advanced technical support within the hospitality industry. Responsibilities include acting as Incident Owner, resolving complex issues, and documenting solutions. The ideal candidate will have 3-5+ years of experience in technical support with strong analytical and communication skills. Knowledge of hospitality solutions and monitoring tools is preferable, with a hybrid work setup encouraged.