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
Requirements
Education & Experience
Must have bachelor's degree. Bachelor's degree in computer science, IT, or equivalent.
4+ years of experience in corporate travel operations, with a strong 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 AMEXGBT applications and processes is a plus
Technical Expertise
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 troubleshooting multi-tiered desktop/web applications
Hands-on experience with at least one log analysis tools such as Datadog, Kibana, or Grafana.
Experience with Amex GBT front-end, mid-office, and back-office applications is a strong plus
Hands-on experience with networking fundamentals and VPN connections to troubleshoot application-related connectivity issues
Tools & Systems
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
Professional Competencies
Strong problem-solving skills with attention to detail; leverage data to drive solutions
Communicate effectively in writing and verbally with technical and non-technical audiences across virtual, global teams
Balance multiple issues simultaneously in fast-paced environments while meeting objectives
Take ownership with accountability and discipline; manage time effectively and stay composed under pressure
Self-starter and adaptable learner who thrives with minimal guidance in changing environments
Customer and client-focused approach with commitment to end-to-end resolution
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 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.
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Benefits
Health insuranceFlexible scheduleParental leave
Additional Information
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.
Travelhrportal · Gurgaon, India