Job Location: New Delhi
American Express Global Business Travel (GBT) equips companies of all sizes with the insights, tools, services and expertise they need to keep their travelers informed, focused and productive while on the road. With approximately 14,000 employees and operations in nearly 140 countries worldwide, American Express GBT empowers customers to take control of their travel programs, optimizing the return on their travel and meetings investments, while, more importantly, providing extraordinary traveler care.
We are moving faster than ever and introducing new products, services, and strategies that will revolutionize the travel industry and bring greater value to our business customers. Our clients success expands our success, so we put our heart and soul into helping our clients achieve results that exceed all expectations. As the worlds largest travel management company, we are continuing to build alliances with key travel leaders and suppliers throughout the world, strengthening our position as a quality provider to companies of all sizes.
We are committed to ensuring that our global workforce experiences a culture of belonging that leverages the diverse backgrounds and unique 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.
Get ready to take your career to new heights.
For more information about American Express GBT, please refer to our website: https://www.amexglobalbusinesstravel.com/about-us/
Job Description
As a member of the Global Product Support in the Product & Technology organization, this position is based in India and will provide application support services on a 24×7 basis for GBT for Travel Counselor Servicing applications, Sales applications & Corporate applications.
Key Responsibilities:
- Day to day Responsibility includes providing 2nd level application support for GBT applications including Travel Counselor Servicing applications, Sales applications & Corporate applications
- Manage the resolution of Incidents across the full range of supported services. This includes timely acknowledgement, prioritization, communication, escalation, analysis and review.
- Be available to operate on a roster for enabling 24×7 operations including public holidays and weekends (shift based, 5 working days rotating roster for 24×7 operations).
- Respond to critical incidents application issues as per defined protocols and SLAs
- 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 critical incidents and any escalated issues.
- 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.
- Perform issue severity assessment quickly based on impact to the business and prioritize or de-prioritize accordingly.
- Installation and Configure all applications for Travel Counselor Servicing applications, Sales applications & Corporate applications.
- Drives problem management and associated 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 e.g. New applications or existing applications change
- Ensure compliance with GBT policies and procedures.
Qualification / Experience Requirement:
- Flexibility and understanding to be a part of roster based 24×7 operations is a must.
- Bachelors degree in Science or engineering or equivalent.
- Minimum 3+ years of experience in the Travel Technology, Application Support, for a Global organization.
- ITIL certification will be a preferred.
- Solid knowledge in supporting multiple GDSs.
- Understanding of travel applications and how they interact with the GDS system.
- Experience of GBT / GBT Front end / mid and back office/ GBT Sales and Corporate applications and processes will be a strong plus.
- Experience in supporting CRM applications, email management applications, robotics is a plus.
- Good understanding of networking to support troubleshooting Network and VPN connections for application related issues.
- Knowledge about Dot Net Framework, APIs & 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 for incident management or case management is preferred.
- Strong MS Office skills (Outlook, Word, Excel) preferred.
- Global support experience with a 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’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.
Please send me your updated Resume with the following details to amreen.dhawan@amexgbt.com:
Total experience:
Relevant experience:
Current CTC –
Expected CTC –
Notice Period –
American Express GBT is committed to equal employment. All qualified candidates will receive consideration for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, , family or parental status, gender identity, former military, persons with disabilities or any other characteristic protected by government laws and regulations.
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