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 Do
Incident, Request Management and Technical Problem-Solving
Provide Level 2 technical support for
AMEX
GBT
Travel
booking applications,
Travel
Counselor
Servicing and Corporate applications
Manage incident
, case
and request resolution through
timely
acknowledgment, prioritization, communication,
resolution
and
appropriate
escalation
Respond to critical incidents (P1/P2) within defined
Objective
and protocols
Participate in incident bridges and issue triage; deliver
timely
service
disruption communications
Globally
monitor
ticket queues to ensure
Objective
compliance and manage metrics
Conduct comprehensive problem-solving with minimal
initial
information
Perform rapid issue severity assessments and prioritize accordingly
Troubleshoot application issues
and configuration
Drive root cause analysis and problem management to prevent recurrence
and reduce demand
Create knowledge articles documenting issues and resolutions for team reference
Stakeholder Engagement & Escalation
Maintain
timely
communication cadence with key stakeholders on issue status and resolution timelines
Report production impacts to
leadership
Oversee information flow from internal customers to product development teams, ensuring high-impact issues are addressed with agility
Engage with
major incident management, Site reliability engineering, infrastructure, network and
global product
and engineering
teams
and
participate
in triage sessions
Operational Excellence
,
Compliance
and flexibility
Support product transitions from
to 24x7 support in
business-as-usual status
Collaborate across regions to share knowledge and upskill colleagues
Ensure adherence to GBT policies, procedures, and incident management process compliance
Work
Model
– Hybrid
with
24x7 rotational shifts
,
with 2
~ 3 days in office
.
What We're Looking For
Education & Experience
Bachelor's degree in computer science
, Information Technology, Engineering,



or equivalent technical application support experience
4
+ years of technical application support experience in travel
industry,
preferably in a
T
ravel management company (T
MC
)
, or travel technology
Strong experience in
Level 2
technical support, business travel operations, or travel technology for global corporate organizations
, across both online and offline travel booking applications
Experience with
AMEX
GBT applications and processes is a plus
Technical Expertise
Solid knowledge of GDS systems (Sabre, Amadeus,
Travelport
) and travel technology
across
front
,
mid
and
back-office tools
Hands-on experience
of
troubleshooting multi-tiered web-based architectures and desktop/web applications
Proficiency
in
reading and debugging -
XML, APIs, Web services, .NET Framework, Windows OS, and SQL queries
Experience with log analysis tools (Datadog,
Nexthink,
Kibana, Grafana, SOAP UI)
Knowledge of networking, VPN connections, and AWS
/Azure
Tools & Systems
Experience with ticketing systems (
Freshservice
, ServiceNow, Salesforce
) and incident
,
case
and request
management platforms
Salesforce and CRM/Email management applications experience preferred
MS Office suite
proficiency
(Outlook, Word, Excel)
SharePoint and robotics (Compleat) experience is a plus
Professional Competencies
Expert problem-solving skills with strong attention to detail
and
utilize
data to drive problem solving
Excellent written and verbal communication; ability to collaborate across virtual, global teams
Ability to manage multiple issues simultaneously in fast-paced environments while meeting
objectives
High personal accountability, discipline, and robust time management
and ability to keep calm and
thrive under pressure
Self-starter and quick learner
and adaptability
to changing environments with minimal guidance




Customer and client-focused mindset
Owns the resolution and drive
s
end to end resolution ownership
Certifications & Flexibility
ITIL
, AWS, Nexthink,
Salesforce certification
will be a plus
Flexibility to work in Work
Model – Hybrid with 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 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!
A
ll 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 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!

📌 Business Systems Analyst (Haryana)
🏢 Amex
📍 Haryana