Job Title
Purpose of the role
Manages client expectations and ensure satisfaction through timely delivery of services and resolution of issues.
Ensures services are delivered in accordance with contractual SLAs and KPIs.
Drives initiatives to improve customer experience and satisfaction.
In this role you'll
Outage Management
Prepare incident reports for client use, including root cause, impact, actions taken, resolution and improvement plan
Review progress on incident action items and deliver updates to customer on improvement plans.
Product Improvement
Escalate critical product issues and advocate for its timely resolution
Maintain consolidated incident priority lists for customer issues to assist Support, IT, Development, Product.
Billing Improvement
Effectively review Navitaire billing data with the Account Manager and reduce billing disputes
About the ideal candidate:
University degree in Engineering, Information Technology, Computer Science, or same field.
Minimum 2 years of experience in Airline IT, with a strong understanding of airline operations, systems, and customer service delivery.
Proven background in Application Support and Operations Support, including incident management, service restoration, and performance monitoring.
Deep knowledge of the Travel Industry, particularly in airline systems and digital transformation initiatives.
Excellent communication skills, capable of navigating complex, multi-cultural environments and engaging with stakeholders at all levels.
Strong conflict management abilities, especially in high-pressure situations involving clients or service disruptions.
Open to work in a hybrid set-up. Willing to do occasional work during weekend.
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and 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 characteristics protected by law.
Top Skills
What We Do
Travel powers progress. Amadeus powers travel. Amadeus’ solutions connect travelers to the journeys they want, linking them via travel agents, search engines and tour operators to airlines, airports, hotels, cars and railways.
Technology has always been critical to developing global travel, increasing scale, choice and access. We have developed our technology in partnership with the travel industry for 30 years.
We combine a deep understanding of how people travel with the ability to design and deliver the most complex, trusted, and critical systems our customers need.
