Senior Associate - AOD Helpdesk

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.