Service and Support General Job Description (MUST BE EDITED FOR SPECIFIC JOB POSTING):
Team Description
The service and support team maintains direct contact with customers pre-sale or post-sales or both.
Role And Responsibilities
- 8+ years of airline industry experience, including significant hands-on responsibility for Passenger Service System delivery, implementation, production support, or airline operations.
- Demonstrated experience leading customer-facing delivery workstreams, coordinating cross-functional teams, managing dependencies, and driving solutions from requirements through production readiness.
- Expert knowledge of PNR creation and servicing, including passenger, itinerary, contact, SSR, OSI, ticketing time limit, schedule change, group, codeshare, and interline scenarios.
- Strong ticketing expertise covering e-ticket issuance, display, void, revalidation, exchange, reissue, refund, involuntary handling, fare and tax application, form of payment, endorsements, and coupon status management.
- Deep understanding of Interline Electronic Ticketing (IET), including partner activation, validating and operating carrier processes, coupon control, status updates, interline and codeshare agreements, and end-to-end certification.
- Strong knowledge of Electronic Miscellaneous Documents, including associated and standalone EMDs, issuance, exchange, refund, usage, status control, interline EMD, and links between EMDs, tickets, passengers, segments, and services.
- Practical knowledge of airline ancillaries such as paid seats, baggage, meals, lounge access, priority services, flexibility products, and other optional services across booking, fulfilment, servicing, airport, and distribution channels.
- Experience with Sabre, Amadeus, Travelport, TravelSky, or comparable reservation and ticketing platforms; SabreSonic PSS experience is strongly preferred.
- Working knowledge of industry messaging and interfaces used for ticketing, IET, EMD, and ancillary fulfilment, with the ability to analyse transaction flows and troubleshoot integration or data issues.
- Proven ability to elicit and document requirements, define solution and configuration needs, prepare test strategies and scenarios, manage defects, obtain customer sign-off, and assess implementation readiness.
- Excellent written and verbal English communication skills, with the ability to explain complex airline business and technical concepts to customer, product, engineering, operations, and executive stakeholders.
- Key Responsibilities
- Lead end-to-end service delivery for PNR, ticketing, IET, EMD, and ancillary initiatives across multiple airline customers, ensuring scope, milestones, quality, and customer expectations are managed effectively.
- Act as the primary functional and technical subject matter expert for airline fulfilment, advising customers and internal teams on solution design, configuration, operational processes, and industry-aligned practices.
- Own discovery and requirements workshops, identify dependencies and prerequisites, validate business scenarios, and translate customer needs into implementation-ready requirements and delivery plans.
- Coordinate solution activities across Product, Engineering, Customer Care, Project Management, Operations, Airport, Distribution, Revenue Accounting, and third-party or interline partner teams.
- Lead PNR, e-ticket, IET, EMD, and ancillary configuration reviews, test preparation, integration validation, partner certification, cutover planning, production activation, and post-implementation support.
- Define and oversee end-to-end test coverage for booking, ticketing, exchanges, refunds, coupon control, EMD fulfilment, ancillary servicing, schedule changes, codeshare, and interline scenarios.
- Lead investigation of complex production and testing issues, analyse application and message flows, coordinate specialist teams, track corrective actions, and provide clear status and risk communications.
- Maintain delivery governance through status reporting, risk and dependency management, escalation, decision tracking, readiness reviews, and alignment with project milestones and customer commitments.
- Review release documentation and product changes, assess impacts to customer processes and integrations, and ensure operational, support, and training materials are complete and accurate.
- Deliver knowledge transfer, workshops, and training for airline and internal teams on PNR servicing, ticketing, IET, EMD, ancillary fulfilment, and related troubleshooting practices.
- Coach engineers and delivery specialists, promote reusable playbooks and quality standards, and contribute to continuous improvement across service delivery processes
