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.
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 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.
And much more!
All 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!
Skills Required
- Bachelor's degree in Computer Science, Information Technology, Engineering or equivalent technical Level 2 application support experience
- 5+ years technical application support experience in travel industry, travel technology, or large software enterprise
- Strong Level 2 technical support experience with travel booking applications and business travel operations
- Knowledge of GDS systems (Sabre, Amadeus, Travelport) and understanding of PNR creation and PNR data lineage
- Proficiency reading and debugging XML, APIs, Web services, .NET Framework, and SQL queries
- Experience troubleshooting multi-tier web-based architectures and desktop applications
- Experience with incident, case and request management platforms and ticketing systems (Freshservice, ServiceNow)
- Flexibility to work 24x7 rotational shifts with 2-3 days in office (Gurgaon)
- Experience with Salesforce and CRM/Email management applications
- Experience with Travel Transaction (PNR) quality control and auto ticketing applications
- Experience with AMEXGBT applications and processes
- Certifications such as ITIL, AWS, Nexthink
- Experience with log analysis tools (Datadog, Nexthink, Kibana, Grafana, SOAP UI)
American Express Global Business Travel Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express Global Business Travel and has not been reviewed or approved by American Express Global Business Travel.
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Healthcare Strength — Healthcare coverage is described as comprehensive, including medical, dental, vision, life, disability, and access to physician consultations in some cases. Emotional and mental-health resources are also highlighted, including counseling, crisis support, and webinars for employees and immediate families.
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Leave & Time Off Breadth — Time off and flexibility options are portrayed as broad, including PTO that combines vacation and sick time, with potential to purchase additional vacation in some locations. Flexible arrangements are described as available in parts of the organization, including remote work and options like part-time schedules, job sharing, and sabbaticals where supported.
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Retirement Support — Retirement support is positioned as available through locally competitive programs, including a U.S. 401(k) with employer matching after a service period. Ownership-related benefits are also present via an employee stock purchase plan offered in many countries.
American Express Global Business Travel Insights
What We Do
American Express Global Business (Amex GBT) is the world’s leading B2B travel platform, providing software and services to manage travel, expenses, meetings & events for companies of all sizes. Our solutions include: Egencia: the leading software as service travel platform for small and medium-sized enterprises (SMEs). Ovation: the solution synonymous with high-touch travel service. The Neo Technology Group: a technology-focused team that builds cloud-based travel solutions. Meetings & Events: providing solutions for a single meeting or an entire meetings portfolio. Global Business Consulting: customized services to help clients optimize their travel program.
Why Work With Us
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. Ready to explore a career path? Start your journey with us - apply now!
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