Senior Associate - AOD Helpdesk

Job description

Role Summary Responsible for providing 24x7 operational support to Air India airports across the network for Check-in, Boarding, Reservations, Ticketing, DCS, and Passenger Service-related issues. The role acts as a centralized helpdesk, coordinating with airports, IOCC, Contact Centre, and Amadeus to ensure seamless passenger handling and operational continuity. Key Responsibilities • Provide support on Amadeus Altea DCS, Customer Management, Reservations, and Ticketing systems. • Assist airport teams with check-in, boarding, seat allocation, and passenger handling issues. • Manage flight disruption (IROP) cases and support passenger re-accommodation. • Handle codeshare and interline ticketing-related queries. • Support ancillary services including seating, baggage, upgrades, and EMD processing. • Log, track, and follow up on incidents with Amadeus until resolution. • Perform Root Cause Analysis (RCA) and recommend process improvements. • Support mishandled baggage (MHB) cases and WorldTracer-related activities. • Coordinate with internal stakeholders for system configuration and operational support. • Work in a 24x7 rotational shift environment. Eligibility Criteria • Graduate in any discipline. • 3-5 years of experience in Airline Operations, Reservations, Ticketing, Airport Operations, DCS Support, or Airline Helpdesk. • Experience in airline/aviation industry preferred.