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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
incident managementalert monitoringproblem investigationtechnical supportremote troubleshootingsystem health monitoringmaintenance documentationroot cause analysisservice deliveryoperations support
Soft Skills
clear communicationcollaborationaccountabilityconstructive contributionprofessionalismcoordinationflexibilityresponsibilityattention to detailcontinuous improvement
Tools & Technologies
SCADA systemsServiceNowJiramonitoring toolsremote access technologiesincident tracking toolssupport processesstructured workflowsmaintenance toolscustomer support channels
Industry Keywords
L2 supportpassenger self-service solutionsService Level Agreements (SLAs)live airport operationstechnical backgroundITelectronicsmechanical engineeringfield serviceJapanese language proficiency
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Respond to customer enquiries and system alerts related to passenger self-service solutions through multiple support channels.
- Manage incidents from acknowledgement through resolution, following agreed Service Level Agreements (SLAs) and support processes.
- Investigate incidents and alerts using monitoring tools, logs, and remote access technologies, collaborating with other teams as needed.
- Support problem management activities by identifying recurring issues, contributing to root cause analysis, and maintaining accurate records.
- Provide on-site support when required, including scheduled maintenance, basic equipment repairs, and accurate completion of maintenance documentation.
- Collaborate effectively with team members and cross-functional partners through clear communication, accountability, and constructive contribution toward shared objectives.
Requirements
What you’ll need- You have a technical background, ideally in IT, electronics, or mechanical engineering, and are comfortable supporting systems that combine software, hardware, and mechanical components.
- You have around 1–2 years of relevant experience in technical support, operations support, or service delivery, with flexibility for candidates bringing closely related experience.
- You are able to work in an L2 support role, handling incident management, alert monitoring, and initial problem investigation in a structured operational environment.
- You are comfortable monitoring system health using operational tools (such as SCADA systems) and performing remote troubleshooting to restore services where possible.
- You can accurately log, track, and update incidents and problems using structured workflows and tools such as ServiceNow and Jira and collaborate with Level 3 (R&D) teams when escalation is required.
- You communicate clearly and professionally and can coordinate effectively with third-party field service providers and internal stakeholders.
- Business-level Japanese language proficiency is preferred to support day-to-day collaboration with local airport teams and field services in Japan.
- You can work a rotating shift schedule, including early shifts (remote), late shifts (on-site at Narita Airport), and occasional day shifts used for training purposes.
- You are comfortable being primarily based at Narita Airport, with occasional on-site intervention within the airport premises and very limited domestic travel (if need arises).
- You take a careful, responsible approach to work in a live airport operations environment, with a focus on service stability, clear communication, and continuous improvement.
Benefits
Comp & perks- A critical mission and purpose - At Amadeus, you will power the future of travel with a critical mission and extraordinary purpose.
- A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
- Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions.
- A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being.
- A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.
- A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.
- A diverse and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.
- A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.