IT Service Request Analyst (Airline IT Support)

Location: Hybrid, 2–3 days per week onsite in BGC, Taguig, Philippines. Weekend, holiday, and extended-hours work may be required.

Company

hirify.global provides technology and support solutions for the travel and airline industry, including reservation, inventory, ticketing, and departure control systems.

What you will do

• Handle technical and functional service requests for airline products and processes, including acknowledgement, investigation, implementation, documentation, follow-up, and first-level escalation.
• Escalate requests outside the team’s scope to hirify.global third-level groups or external service providers.
• Coordinate with R&D, Maintenance, Product Management, account management, regional customer care, and other stakeholders to deliver service requests.
• Support customer system migrations and share product knowledge with customers and colleagues.
• Improve support processes, identify automation and self-service opportunities, and contribute to knowledge articles, FAQs, and best practices.
• Keep knowledge current on application releases and functionalities and support the adoption of hirify.global tools and solutions.

Requirements

• Bachelor’s degree in IT, Computer Science, or equivalent professional experience.
• 2–3 years of experience in technical support, incident management, or troubleshooting and resolution.
• Basic to intermediate knowledge of one or more programming languages: C/C++, Java, Python, or SQL.
• Understanding of IT system architecture, behavior, and configuration.
• Effective written and verbal English communication.
• Amenable to a hybrid setup with 2–3 onsite days per week in BGC, Taguig.
• Amenable to working weekends, holidays, and extended hours when needed.

Nice to have

• Familiarity with or certification in ITIL Foundations.
• Experience in the travel or airline industry.

Culture & Benefits

• Hybrid working model with a global, diverse, inclusive, and collaborative environment.
• On-the-job training, formal learning activities, and ongoing development opportunities.
• Supportive environment focused on employee wellbeing and work-life balance.
• Opportunity to contribute to the future of travel through a critical business mission.
• Equal opportunity employer committed to an accessible recruitment process.