Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.What You'll DoIncident, Request Management and Technical Problem-SolvingProvide Level 2 technical support for AMEX GBT Travel booking applications, Travel Counselor Servicing and Corporate applicationsManage incident, case and request resolution through timely acknowledgment, prioritization, communication, resolution and appropriate escalationRespond to critical incidents (P1/P2) within defined Objective and protocolsParticipate in incident bridges and issue triage; deliver timely service disruption communicationsGlobally monitor ticket queues to ensure Objective compliance and manage metricsConduct comprehensive problem-solving with minimal initial informationPerform rapid issue severity assessments and prioritize accordinglyTroubleshoot application issues and configurationDrive root cause analysis and problem management to prevent recurrence and reduce demandCreate knowledge articles documenting issues and resolutions for team referenceStakeholder Engagement & EscalationMaintain timely communication cadence with key stakeholders on issue status and resolution timelinesReport production impacts to leadershipOversee information flow from internal customers to product development teams, ensuring high-impact issues are addressed with agilityEngage with major incident management, Site reliability engineering, infrastructure, network and global product and engineering teams and participate in triage sessionsOperational Excellence, Compliance and flexibilitySupport product transitions from to 24x7 support in business-as-usual statusCollaborate across regions to share knowledge and upskill colleaguesEnsure adherence to GBT policies, procedures, and incident management process complianceWork Model – Hybrid with 24x7 rotational shifts, with 2 ~ 3 days in office.What We're Looking ForEducation & ExperienceBachelor’s degree in computer science, Information Technology, Engineering, or equivalent technical application support experience4 + years of technical application support experience in travel industry, preferably in a Travel management company (TMC), or travel technologyStrong experience in Level 2 technical support, business travel operations, or travel technology for global corporate organizations, across both online and offline travel booking applicationsExperience with AMEXGBT applications and processes is a plusTechnical ExpertiseSolid knowledge of GDS systems (Sabre, Amadeus, Travelport) and travel technology across front, mid and back-office toolsHands-on experience of troubleshooting multi-tiered web-based architectures and desktop/web applicationsProficiency in reading and debugging - XML, APIs, Web services, .NET Framework, Windows OS, and SQL queriesExperience with log analysis tools (Datadog, Nexthink, Kibana, Grafana, SOAP UI)Knowledge of networking, VPN connections, and AWS/AzureTools & SystemsExperience with ticketing systems (Freshservice, ServiceNow, Salesforce) and incident, case and request management platformsSalesforce and CRM/Email management applications experience preferredMS Office suite proficiency (Outlook, Word, Excel)SharePoint and robotics (Compleat) experience is a plusProfessional CompetenciesExpert problem-solving skills with strong attention to detail and utilize data to drive problem solvingExcellent written and verbal communication; ability to collaborate across virtual, global teamsAbility to manage multiple issues simultaneously in fast-paced environments while meeting objectivesHigh personal accountability, discipline, and strong time management and ability to keep calm and thrive under pressureSelf-starter and quick learner and adaptability to changing environments with minimal guidanceCustomer and client-focused mindsetOwns the resolution and drives end to end resolution ownershipCertifications & FlexibilityITIL, AWS, Nexthink, Salesforce certification will be a plusFlexibility to work in Work Model – Hybrid with 24x7 rotational shifts, with 2 ~ 3 days in office.Location Gurgaon, IndiaThe #TeamGBT ExperienceWork and life: Find your happy medium at Amex GBT.Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.And much more!All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the .What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!
