Airline IT Support Analyst

4 weeks ago

Taguig, Philippines Amadeus Full time

Amadeus Taguig, National Capital Region, Philippines Airline IT Support Analyst Join to apply for the Airline IT Support Analyst role at Amadeus. Responsibilities Provide proactive monitoring and consulting services to preempt problems within Amadeus solutions, gather evidence, investigate, and create incident records before the customer is aware. Respond to Amadeus customers’ questions regarding solutions (functionality, applications, interactions between solution components) to ensure highest satisfaction. Diagnose and correct problems within defined service levels using appropriate skills and tools, focusing on quality and first‑contact resolution. Troubleshoot client environments using system & network tools (GoToAssist, PING, TRACERT, LOGS). Log all customer queries and issues into the problem tracking system, and assist 3rd‑level groups with investigation and root‑cause identification. Coordinate investigations of serious and critical problems with expert groups to achieve fastest service restoration. Provide Account Management services to key accounts, ensuring continuous follow‑up until resolution, handling escalations, and conducting customer meetings to keep them informed. Activate on‑call support for escalation of serious and critical problems outside normal hours. Provide clients with updates on the status of critical problems. Consult on notifications to senior management, product marketing, and external clients, explaining technical issues in non‑technical terms. Manage out‑of‑hours services, including migration and support. Escalate resolutions to appropriate 3rd‑level groups. Build and develop professional relationships with Global Operations, R&D, and external service providers to meet customer expectations. Maintain detailed functional knowledge of specific applications and a broad awareness of system architecture, processing, operational standards, help‑desk methodologies, technical trends, and innovations. Analyze existing Knowledge Solutions, suggest improvements, and create missing solutions to facilitate knowledge transfer. Qualifications Bachelor’s Degree holder in Tourism or equivalent. 2‑3 years’ experience in an Airline or GDS Help Desk position; or equivalent with Amadeus Reservations, Fares, Pricing, and Ticketing. Experience with Departure Control System, Global Distribution System, Reservations. Good understanding of the Tourism and Travel Business and Amadeus; awareness of the impact of incidents to clients. Experience with Altea solutions (preferred). Excellent English verbal and written communication skills with problem‑solving ability. General knowledge of Amadeus fundamentals: history, business, offer, strategy, technology, organization. Willingness to work in BGC Taguig with a hybrid setup. Diversity & Inclusion Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, fostering a culture of belonging and fair treatment, and attracting the best talent from all backgrounds. As a role model for an inclusive employee experience, Amadeus is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability, or any other characteristic protected by law. #J-18808-Ljbffr

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