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 team-oriented culture where your voice is valued.
What You'll 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 tracking.Troubleshoot 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 operations.Collaborate across regions to share knowledge and upskill colleagues
- Ensure all work reflects alignment to Amex GBT policies, procedures, and processes
What We're Looking For
- Must have a bachelor’s degree or equivalent experience. Bachelor's 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, Gali
📌 Technical Support Analyst (Gurugram)
🏢 Amex
📍 Gurugram
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