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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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
incident managementalert monitoringproblem investigationtechnical supportremote troubleshootingsystem health monitoringmaintenance documentationroot cause analysisservice deliveryoperations support
Soft Skills
clear communicationcollaborationaccountabilityconstructive contributionprofessionalismcoordinationflexibilityresponsibilityattention to detailcontinuous improvement