Airline System Support

Position Purpose:
The Service Management Center is a division of Global Customer Support, providing global support services to all organizations that have a service agreement with Amadeus, or rely on Amadeus to perform business. Some of these entities may be owned or partially owned by the Amadeus.
A  Specialist in the Service Management Center provides high quality specialized technological consulting and solution services, as well as database and security management 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 Service Management Center Airline IT product support group provides dedicated support to Amadeus Altea customers using our Altea inventory and departure control systems. 
Requirements:
These activities will grow as the Altéa suite of products unfold:
Provide support to Amadeus Altea customers on functional assistance with inventory and departure control questions
Provide troubleshooting assistance to all Amadeus Altea customers on the different systems during the close-out of flights or update of their inventory
Analyze, diagnose and correct problems received from our customers within agreed service levels
Ensures quick and efficient problem resolution, assisting end user by answering punctual questions and updating the relevant record (PTR). Co-ordinates service recovery efforts with the objective of fastest possible restoration of service.
Activates on-call for escalation of important issues out of normal working hours. Is available as part of on-call rosters for out of hours support (specific functions and team leaders).
Follows up with escalation groups for obtaining assistance if problems occur that lie beyond the scope of the own team.
Notifies internal and external customers on all problems having severe impact.
Keep up to date with functional and technical changes.
Contribute to the maintenance of internal information within the scope of our responsibilities.
Working with the Altéa Security Administrator to maintain system access and rights for users relating to all Altéa platforms mentioned above
Must be willing to work on shifts.
Requirements:
Airline flight operations experience
Amadeus host functionality knowledge
Information systems / Technical programming skills advantageous
Revenue Management / Departure Control skills
Excellent communication and organisation skills
Analytical and troubleshooting skills
Adaptable
Ability to work accurately and efficiently under pressure
Education:
High School diploma or equivalent. Undergraduate degree preferred
Other Considerations:
Flexibility and ability to deal with change
Flexibility in work schedule according to project and departmental needs
Perform other duties as assigned
Must be able to travel as required
Bilingual – English/ Spanish preferred


About Amadeus

 

Amadeus is the chosen technology partner for providers, sellers, and buyers of travel. The company provides distribution, IT and point-of-sale solutions to help its customers adapt, grow and succeed in the fast-changing travel industry. Customer groups include travel providers (airlines, hotels, car rental companies, railway companies, ferry lines, cruise lines, insurance companies and tour operators), travel sellers (travel agencies) and travel buyers (corporations and travelers). Solutions are grouped in four solution categories – Distribution & Content, Sales & e-Commerce, Business Management and Services & Consulting.