L2 Incident Management & Recovery Lead

AMADEUS MARKETING PHILS, INC.; Taguig; Hybrid; PHP 600,000 - 1,000,000; Full time

Job summary

Amadeus Marketing Phils, Inc. is seeking an L2 Incident Management Specialist to own incident resolution, collaborate with product and engineering teams, and ensure timely communication to customers. The role requires robust troubleshooting, strong customer service, and a solid ITIL/tech background.

The candidate should have 3–5+ years in L2 support, hospitality knowledge is a plus, and the position supports a hybrid working arrangement in the Philippines.

Qualifications

• 3–5+ years in a Level 2 Incident Management/Technical Support role.
• Hospitality industry knowledge is a plus.
• Equivalent experience with problem solving and quality focus.
• Strong verbal/written communication and time management.

Responsibilities

• Act as Incident Owner and lead resolution during critical incidents.
• Maintain in-depth knowledge of product family and integrations.
• Investigate and resolve escalated incidents from customers and internal teams.
• Troubleshoot medium-to-high complexity issues and lead bridge calls.
• Document incident investigations clearly for Development and internal use.
• Collaborate with Development and Technical Operations per escalation procedures.
• Contribute to SLA/SLO compliance.
• Participate in on-call rotations as required.

Skills

Incident Management

Customer Service

Analytical Thinking

Communication Skills

ITIL Knowledge

Technical Troubleshooting

Education

Bachelor's degree in IT/CS

Tools

Grafana

DataDog

Thanos

Splunk

Azure

XML/APIs

Job description

Amadeus Marketing Phils, Inc. is seeking an L2 Incident Management Specialist to own incident resolution, collaborate with product and engineering teams, and ensure timely communication to customers. The role requires robust troubleshooting, strong customer service, and a solid ITIL/tech background.

The candidate should have 3–5+ years in L2 support, hospitality knowledge is a plus, and the position supports a hybrid working arrangement in the Philippines.