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.

As a key member of the leadership team of Global Travel Application Support (GTAS) in the Global Infrastructure & Support unit within the Product Engineering & Technology organization, this position, reporting to Manager Enterprise Apps Support \xe2\x80\x93 GTAS, is based in India (virtual) & will be leader responsible for the technical application support on a 24x7 basis for enterprise scale applications for GBT Travel Counselor Servicing applications & Corporate applications.

This is a technical people leadership role that contributes to the development & implementation of GTAS strategy & transformation. Must be well versed with a wide spectrum of travel technologies & be able to participate in company-wide tasks or project teams.

What You\xe2\x80\x99ll Do on a Typical Day :-

Manage & lead a team of direct reports, based globally & virtually located (as a virtual team) who provide 2nd level application support for GBT enterprise applications including Travel Counselor Servicing applications & Corporate applications.

Act as Subject Matter Expert & central escalation point for supported applications within the portfolio & keep stakeholder informed/updated.

Train, Coach & mentor, an experienced, high-performing team that is passionate about end-user & customer outcomes, while driving resolution ownership & enterprise mindset.

Review & manage response/resolution/CSAT objectives for Incidents across the full range of supported services. This includes timely acknowledgement, prioritization, communication, escalation, analysis, review, & resolution.

Participate in major incident bridges, drive service disruption communications, & provide support & leadership to triage issues to provide or facilitate resolution.

Monitor ticket queues to ensure tickets maintain optimal service threshold levels.

Identify & implement best practices, improving the overall support model & strategy to drive operational agility & efficiency, making it easy for end users & customers to get support.

Provide advice & thought leadership on various aspects of GTAS-led end user support transformation & application / technology stabilization programs.

Review issue trends, drive problem management & resolve recurring issues with the product management team.

Build & maintain relationships with cross functional GBT organizations to drive resolution 9 ownership while providing best-in-class support to GBT end users & customers.

Ensure the creation &/or updating of GTAS L2 Knowledge documents.

Drive & deliver effective transfer of new products or product enhancements from project status to BAU status for GTAS application support.

Collaboration across various GTAS teams to provide a seamless global support, including sharing market/application specific knowledge & up skill colleagues as required e.g. New applications or existing applications change

Strong organizational & multi-tasking skills

Proving various updates and/or presentations to Director/VP level stakeholder.

What We\xe2\x80\x99re Looking For :-

Flexibility & understanding of operations of a 24x7 Travel application support is a must.

Bachelor\xe2\x80\x99s degree in science or engineering or equivalent.

Minimum 8+ years of overall experience, with minimum 3+ years in a people leadership role.

Strong experience in travel technology, Global application support is required.

ITIL, Salesforce, AWS & other relevant certification will be a plus (or in plan to be completed)

Solid knowledge & understanding across multiple GDS\xe2\x80\x99s & data flows.

Experience of GBT / Front end / mid & back office/ GBT TC servicing/ Online, & corporate applications & processes will be a strong plus.

Provide stable leadership in a rapidly changing environment with competing priorities.

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

Knowledge or experience in using a ticketing system for incident management is preferred.

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

Virtual people leadership experience, especially in a 24x7 roster environment

Ability to cope with pressure, objectives/goals & delivers strong results.

Ability to work in a fast-paced environment including across multiple geographies, functions & organizations often outside standard working hours.

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!

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