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
This is a 24/7 operational role that offers necessary training and mentorship to develop your technical support capabilities

Technical Problem-Solving
- Provide Level 2 technical support for Amex GBT travel booking, Travel Counselor servicing, and corporate applications
- Manage incident, case, and request resolution with timely acknowledgment, prioritization, communication, and escalation
- 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

Stakeholder Engagement & Escalation
- Communicate issue status and resolution timelines to stakeholders
- Report production impacts to leadership
- Bridge internal customers and product development teams to ensure high-impact issues are addressed with speed
- Collaborate with incident management, SRE (Site Reliability Engineering), infrastructure, network, and product teams in triage sessions

Operational Excellence, Compliance and flexibility
- Participate in product transitions to support operations
- Collaborate across regions to share knowledge and upskill colleagues
- Ensure adherence to Amex GBT policies, procedures, and processes
- Work flexibly across 24x7 rotational shifts

What We're Looking For
Education & Experience
- Must have bachelor’s degree. Bachelor's degree in computer science, IT, or equivalent.
- 4+ years of experience in corp

📌 Technical Support Analyst (Gurugram)
🏢 American Express Global Business Travel
📍 Gurugram