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Airline IT Support Analyst (Reservation/Ticketing System)Amadeus IT · Taguig, Metro Manila
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Amadeus IT

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Airline IT Support Analyst (Reservation/Ticketing System)

🗓️ Posted 2026-10-12 Taguig, Metro Manila Hybrid ICT
💰 Salary Not shared 📊 Market 60,000 EUR–90,000 EUR/mo

About the Company

Ghent Quebec City Dublin Guildford Barcelona Kuala Lumpur Warsaw Founded in 1996, Larian Studios has long been dedicated to creating world-class video games. The team is known for the critically acclaimed Divinity series - six games that straddle multiple genres and defy expectations. Its first crowdfunded success, Divinity: Original Sin, won over 150 awards and nominations, while its sequel Divinity: Original Sin 2 launched with a 93 Metacritic rating, as well as over 160 awards. Its latest game, Baldur's Gate 3, launched to critical acclaim, receiving over 200 Game of the Year Awards, including the five major trophies from the BAFTA Game Awards, Golden Joysticks, Game Developers Choice, DICE, and The Game Awards. Computer Games Specialties: RPG Development, Crowdfunding, Narrative Design, Game Design, Multi-genre Games

Responsibilities

  • ● Airline IT Support Analyst (Reservation/Ticketing System) Purpose of the role
  • ● The Airline IT Support Analyst provides high quality specialized functional and consulting services with the objective of ensuring our clients can be consistently profitable on Amadeus, and therefore being the main contributor to customer loyalty, highest possible account retention and positive account development. The Amadeus Airline Support Cente acts as the 2nd Level Service Desk to support Amadeus' internal and external customers who use Amadeus Solutions. The Amadeus Airline Support Center is a Single Point of Contact, within the Amadeus Central Organization, for troubleshooting, investigating and resolving more complex Incidents, Amadeus Global Operations liaison and handling phone calls. The in-cumbent serves as an investigative functional and technical engineer and as an escalation to other 3rd level group.
  • ● In this job you will :
  • ● Provide proactive monitoring, and consulting services to preempt problems within Amadeus solutions, gather own evidence, investigate, and create incident records to resolve the problems before the customer is aware.
  • ● Respond to Amadeus customers' questions concerning Amadeus Solutions (functionality, application, interactions between different solution components, etc.) to ensure highest customer satisfaction.
  • ● Analyze, diagnose and correct problems within defined service levels using the appropriate skills and tools, focusing on superior quality, and ensuring highest possible first contact resolution to ensure fastest recovery of service and highest customer satisfaction.
  • ● Coordinate investigation of serious and critical problems with expert groups with the objective of achieving fastest possible restoration of service.
  • ● Activate on-call for escalation of serious and critical problems outside of normal working hours.
  • ● Provide Amadeus' customers with updates on the status of critical problems in order to keep them informed on the progress.
  • ● Provide out-of-hours services to manage client needs (migration, support).
  • ● Escalate the resolution of appropriate issues to 3rd level groups.
  • ● Build and develop a professional and productive working relationship with Global Operations and Research & Development 3rd level resolver groups, Account Managers, Product Managers, Implementation, Global operations and Research & Development 3rd level resolver groups within Amadeus; or external service providers to meet customer expectations regarding the resolution of issues.
  • ● Provide Amadeus' customers with updates on the status of critical problems in order to keep them informed on the progress
  • ● Develop a detailed functional knowledge of specific applications plus a broad knowledge of system architecture, processing and system assumptions. Maintain an up to date knowledge of operational standards, help desk methodologies, technical trends and innovations in the industry.
  • ● Analyze existing Knowledge Solutions to known problems and suggest improvements as necessary. Create missing solutions in order to facilitate knowledge transfer.
  • ● About the ideal candidate:
  • ● Bachelor's Degree holder in Tourism or equivalent
  • ● years' of experience within an Airline or GDS Help Desk Position; or equivalent related
  • ● Good understanding of the Tourism and Travel Business and Amadeus. Understanding of the business impact to clients of incidents
  • ● years' of experience with Altea solutions (preferred),