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.
Virtual India based Technical Application Support role within the GTAS team in the Global Infrastructure and Support within the Global Technology & Enterprise Services organization. The position offers an exciting opportunity to support GBT Group's Travel Counselor Servicing applications, joining a dynamic, diverse team committed to delivering exceptional technology support and application stability.
The role involves rotational shifts (shifts rotate once a month) as the team operates 24x7 and This role will support clients in a global / international environment, therefore speaking/reading/writing the English language is required in this role.
Key Responsibilities:
- Provide Level 2 technical support for GBT Travel Counselor Servicing and Corporate applications
- Manage incident and request resolution through timely acknowledgment, prioritization, communication, and escalation
- Respond to critical incidents following defined protocols and SLAs
- Participate in incident bridges, issue triage and deliver timely disruption communications
- Globally monitor ticket queues to ensure SLA compliance
- Create knowledge articles documenting application issues and resolutions
- Conduct comprehensive problem-solving with minimal initial information
- Perform rapid issue severity assessments and prioritize accordingly
- Handle application installation and configuration
- Drive problem management and root cause analysis
- Engage with local, regional, and global product development teams
- Support product transition from project to business-as-usual status
- Report production impacts to management
- Maintain incident management process compliance
- Collaborate across regions to share knowledge and upskill colleagues
- Ensure adherence to GBT policies and procedures
Qualification / Experience Requirement:
- Bachelor’s degree in science or engineering or equivalent/ relevant experience in Technical Application Support is preferred.
- At least 3 plus years of experience in providing technical application support for a Travel TMC, Travel industry applications or Travel technology
- Flexibility to work in a 24x7 rotational roster.
- Strong experience in the Technical Application Support OR Business Travel Operations OR Travel Technology OR a combination of these, for a Global Corporate organization.
- Solid Technical knowledge in working with and supporting multiple GDS’s / Point of sale tools, Robotics, Mid / Back office and CRM/Email applications, in business travel industry.
- ITIL and/or Salesforce certification will be a plus.
- Strong Technical support knowledge about XML’s, AWS, Dot Net Framework, API’s & Web services technology, Windows O/S platforms and troubleshooting.
- Good technical understanding of networking to support troubleshooting Network and VPN connections for application related issues.
- Understanding of travel applications and how they interact with the GDS system.
- Experience of GBT / GBT Front end / mid and back office/ GBT Corporate applications and processes will be a plus.
- Experience in supporting CRM/Email Management applications, Compleat robotics is a plus.
- Technically savvy, hands-on individual who can work well with all levels and virtual teams, both internal & external.
- Knowledge or experience in using a ticketing system for incident / request management is preferred but not mandatory.
- Strong MS Office skills (Outlook, Word, Excel) preferred.
- Highly disciplined and good time management skills.
- Expert problem-solving skills with an eye for detail.
- Ability to cope with pressure, SLA’s 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
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!
