Position Title

Assistant Manager, ITBP PSS RIT

Report To

Lead, PSS Centre of Excellence

Position Summary

This role is responsible to act as a subject matter expert in Passenger Service Systems (PSS)—specifically Amadeus and Navitaire—covering reservation, ticketing, Departure Control Systems (DCS), and related impacted systems. Provide recommendations to Malaysia Aviation Group (MAG) Business Units (BU on functional changes to improve efficiency and maximize system capabilities.

Key Accountability

• Technology Implementation & Optimization: Lead end-to-end integration of new technologies, conducting system studies and identifying "Free of Charge" (FOC) features to maximize business value.


• PSS Functional SME: Serve as the Subject Matter Expert for Reservations and Ticketing modules, validating all system enhancements and change requests.


• End-to-End Testing Management: Manage the full User Acceptance Testing (UAT) lifecycle, from scenario creation and timeline management to formal sign-off.


• Deployment & Performance Monitoring: Oversee successful Production deployment, conduct post-launch health checks, and monitor system performance to ensure stability.


• Incident Investigation & Resolution: Analyze system databases and coordinate with vendors to resolve technical discrepancies and operational issues.


• Operational Excellence: Oversee daily reservation operations, monitoring queues and service levels to ensure booking integrity and accuracy.


• Ticketing Governance & Revenue Protection: Ensure compliance with IATA regulations and airline policies; proactively identify and mitigate revenue leakage and ADM (Agency Debit Memo) exposure.


• Stakeholder & Relationship Management: Act as the primary liaison between IT/PSS teams and cross-functional departments (Revenue Management, Finance, Commercial, etc.) to align system performance with business needs.


• Vendor & SLA Governance: Manage relationships with PSS vendors and GDS providers, ensuring strict adherence to contractual obligations and service levels.


• Business Continuity & Contingency Planning: Develop and maintain recovery procedures for system outages and provide immediate solutions during operational disruptions.


• Regulatory Compliance & Auditing: Support internal and external audits, ensuring all processes and documentation strictly adhere to aviation, financial, and MAG policies.


• Data Integrity Management: Oversee the accuracy of booking, ticketing, and passenger data across integrated systems to maintain high data quality standards.


• Training & Capability Development: Develop comprehensive training modules and user guides, facilitating training sessions to upskill staff on functional processes.


• Leadership & Mentorship: Provide technical mentorship to subordinates, using real-world case studies to improve team confidence and technical expertise.


• Strategic Reporting: Lead monthly performance reviews with department heads, providing data-driven insights on system health, incident volumes, and service improvements.

 Qualification

• Bachelor’s Degree in Business, IT, Computer Science, or a related discipline


• Minimum of 4 years of relevant PSS experience.


• Minimum of 10 years of overall work experience.

Area of Experience

Reservations & Ticketing, Inventory and Fare Filing