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 Travel management company (TMC), 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 AMEXGBT 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 strong 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 drives 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!
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 experience
- 4+ years of technical application support experience in travel industry
- Strong experience in Level 2 technical support and travel technology
- Experience with GDS systems and troubleshooting web-based architectures
- Hands-on experience reading and debugging XML, APIs, .NET, SQL
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.
-
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.
-
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.
-
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!
Gallery
