What You ll Do on a Typical Day
- Team Leadership and Management:
- Lead and motivate a high-performance team of Business Analysts
- Monitor tasks, track work queues, and ensure 24/7 operational coverage.
- Provide mentorship, performance coaching, and professional development to the team.
- Conduct performance reviews and implement training initiatives
- Lead by example, demonstrating strong technical skills and customer service practices.
- Technical Support and Troubleshooting:
- Manage escalated customer issues with expert troubleshooting.
- Collaborate across GBT Group teams to resolve complex technical issues.
- Develop and maintain comprehensive knowledge bases.
- Proactively identify and address recurring technical problems and drive ticket demand reduction.
- Process Improvement and Efficiency:
- Analyze data to identify areas for improvement in processes and workflows.
- Develop and implement policies, procedures, and standards to enhance team performance and ensure consistency.
- Monitor key performance indicators (KPIs)



to track team performance and identify areas for improvement.
- Communication and Collaboration:
- Communicate effectively with end users, team members, and other stakeholders.
- Collaborate with cross-functional teams to address technical issues and improve customer experiences.
- Represent the team in meetings and presentations, communicating progress and highlighting successes.

What We re Looking For
Technical Qualifications:
- Bachelor s or Master s degree in computer science, information technology or engineering or equivalent experience.
- Minimum 10+ years of overall professional experience, including minimum of 5+ years in a people leadership role.
- Solid experience in travel technology and technical application support
- Knowledge and understanding across multiple Global Distribution Systems (GDS) and data flows.
- Certifications preferred: - ITIL, Salesforce, AWS, Other relevant technical certifications (or in progress).
- St

📌 Team Manager (Gurugram)
🏢 American Express Global Business Travel
📍 Gurugram