Job Description

Amex GBT is a place where colleagues find inspiration in travel as a force for good and \xe2\x80\x93 through their work \xe2\x80\x93 can make an impact on our industry. We\xe2\x80\x99re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Ready to explore a career path? Start your journey.

American Express Global Business (Amex GBT) is the world\xe2\x80\x99s leading B2B travel platform, providing software and services to manage travel, expenses, meetings & events for companies of all sizes with approximately 18,000 employees and operations in nearly 140 countries worldwide.

Amex GBT is a place where colleagues find inspiration in travel as a force for good and \xe2\x80\x93 through their work \xe2\x80\x93 can make an impact on the business travel industry. We\xe2\x80\x99re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

We are committed to ensuring that our global workforce experiences a culture of belonging that leverages the diverse backgrounds and outstanding perspectives of our colleagues, clients, partners and communities, to foster a high performing multicultural and inclusive organization. We believe that a culture where everyone feels engaged, has a voice, and is empowered to achieve their full potential, is core to our purpose and success.

What if I don\xe2\x80\x99t meet every requirement? If you\xe2\x80\x99re passionate about our mission and believe you\xe2\x80\x99d be a phenomenal addition to our team, don\xe2\x80\x99t worry about \xe2\x80\x9cchecking every box;" please apply anyway. You may be exactly the person we\xe2\x80\x99re looking for!

Get ready to take your career to new heights.

For more information about American Express GBT, please refer to our website:

Job Overview

As a member of the Global Travel Application Support (GTAS) in the Product & Technology organization, this position is based in India, is a virtual working role (on a shift-based roster with 24x7 rotational shifts that change once every month) and will be focused on providing technical level 2 support for various travel applications Globally for AMEXGBT for Travel Counselor Servicing applications & Corporate applications.

This role provides a tremendous Opportunity to learn a vide variety of technologies and apply those learnings in day-to-day work.

This role will support clients in a global / international environment, therefore speaking the English language is required in this role.

Key Responsibilities:

Day to day Responsibility includes providing Technical Level 2 application support for AMEXGBT applications including Travel Counselor Servicing & Corporate applications.

Manage the resolution of Incidents including timely acknowledgement, prioritization, communication, escalation, analysis and review \xe2\x80\x93 within SLA\xe2\x80\x99s.

Respond to critical incidents (Priority 1 / Priority 2) as per defined protocols and SLA\xe2\x80\x99s

Join critical incident bridges and triage issues to deliver or drive resolution.

Monitor various ticket queues globally to ensure tickets have not breached and ensure tickets are responded to in a timely fashion, including any escalated issues.

Perform issue severity assessment quickly based on impact to the business and prioritize or de-prioritize accordingly.

Responding promptly to application alerts and issues.

Author Knowledge Articles relating to applications and new-found issues / resolutions for internal team.

Research and solve issues/problems starting with minimal details, including thinking outside the box to determine what might have caused the problem and the solution.

Installation and configure all applications for Travel Counselor Servicing applications & Corporate applications.

Drives problem management for resolutions delivery with product management teams.

Analyses / Perform and drive to RCA (Root Cause Analysis).

Engage with Local/Regional/Global Level 3 Product Development, engineering/network teams for issues that requires additional support for resolution and on a timely basis.

Participates to support efficient handover of new products or product enhancements from Projects to BAU status.

Report production impact details to the management.

Adhere to standards and processes for incident management & resolution.

Coordinate with colleagues in other regions to share market specific knowledge & collaborate and up skill colleagues as required.

Ensure compliance with GBT policies and procedures.

Qualification / Experience Requirement:

Bachelor\xe2\x80\x99s degree in science or engineering with a strong GPA

at least 5 +years of equivalent experience is preferred.

Willing to work in a 24x7, rotational shift based role.

Experience in the Travel Operations OR Technology Level 2 Application Support.

Solid knowledge in working with and supporting multiple GDS\xe2\x80\x99s.

ITIL certification will be a plus. Salesforce Administrator certification will be a plus.

Good understanding of networking to support troubleshooting Network and VPN connections for application related issues.

Knowledge about Dot Net Framework, API\xe2\x80\x99s & Web services technology, Windows O/S platforms and troubleshooting.

Hands-on individual who is technically savvy & can work well with all levels and virtual teams, both internal & external.

Knowledge or experience in using a ticketing system like service-now or freshservice for incident management is preferred.

Strong MS Office skills (Outlook, Word, Excel) preferred.

High degree of personal accountability, Highly disciplined and good time management skills.

Expert problem-solving skills with an eye for detail.

Ability to cope with pressure, SLA\xe2\x80\x99s and delivers results.

Customer and client focused.

Self-starter, quicker learner with ability and zeal to learn new skills and quickly adapt to changing environment & work with little guidance.

Location India - Virtual Location

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 more.

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 global tuition assistance, 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 Diversity, Equity, and Inclusion in every aspect of our business at 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.

Wellbeing resources to support mental and emotional health for you and your immediate family.

And much more!

All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult .

What if I don\xe2\x80\x99t meet every requirement? If you\xe2\x80\x99re passionate about our mission and believe you\xe2\x80\x99d be a phenomenal addition to our team, don\xe2\x80\x99t worry about \xe2\x80\x9cchecking every box;" please apply anyway. You may be exactly the person we\xe2\x80\x99re looking for!

American Express