Technical Support Analyst (BSA) Travel Technology

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. Were here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

What Youll Do

• Provide Level 2 technical support for Amex GBT travel booking customer service for travel inquiries and corporate applications

• Manage incident case and request resolution with timely acknowledgment prioritization communication and addressing blocking issues

• Respond to critical incidents (P1/P2) within defined SLAs

• Participate in incident bridges triage and service disruption communications

• Monitor global ticket queues for SLA compliance and metrics application issues and configuration problems with minimal initial information

• Conduct root cause analysis and problem management to prevent recurrence

• Document issues and resolutions in knowledge articles for team reference

• Communicate issue status and resolution timelines to stakeholders. Report production impacts to leadership

• Collaborate with incident management SRE (Site Reliability Engineering) infrastructure network and product teams in triage sessions

• Participate in product transitions to support across regions to share knowledge and upskill colleagues

• Ensure all work reflects alignment to Amex GBT policies procedures and processes

What Were Looking For

• Must have a bachelors degree or equivalent experience. Bachelors degree in computer science IT or equivalent.

• 4 years of experience in corporate travel operations with a solid grasp of booking ticketing and reservation workflows

• Proven Level 2 technical application support experience ideally within a business travel GDS or travel technology company or similar.

• Experience with Amex GBT applications and processes is a plus

• Hands-on experience with GDS platforms (Sabre Apollo Galileo or Amadeus) and business/corporate travel operations and booking/ticketing workflows.

• Understanding of front-end mid-office and back-office applications and how they interact with the GDS system

• Hands-on experience of fixing issues in multi-tiered desktop/web applications

• Hands-on experience with at least one log analysis tools such as Datadog Kibana or Grafana.

• Hands-on experience with networking fundamentals and VPN connections to troubleshoot application-related connectivity issues

• Hands-on experience with at least one ticketing system (Freshservice ServiceNow or Salesforce)

• Salesforce and CRM/Email management application support experience is a plus

• Proficiency with MS Office suite (Outlook Word Excel)

• SharePoint and robotics (Compleat) experience is a plus

Certifications & Flexibility

• ITIL Nexthink Salesforce certification is a plus

• Flexibility to work 24x7 rotational shifts with 2 3 days in office

Location

Gurgaon India

The #TeamGBT Experience

Work 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 20000 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.

Click Here 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 Amex GBT Recruitment Privacy Statement.

What if I dont meet every requirement If youre passionate about our mission and believe youd be a phenomenal addition to our team dont worry about checking every box; please apply anyway. You may be exactly the person were looking for!

Required Experience:

IC

Key Skills
Administration And Accounting,Law Enforcement,AECOM,Apache,ABB,Corporate Development
Employment Type : Full-Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 9 - 86700