American Express Global Business Travel

Business System Analyst

American Express Global Business Travel

full-time

Posted on:

Location Type: Office

Location: Gurgaon • 🇮🇳 India

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Job Level

Mid-LevelSenior

Tech Stack

Grafana.NETServiceNowSOAPSQL

About the role

  • 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
  • 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
  • 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 flexibly across 24x7 rotational shifts

Requirements

  • Bachelor’s degree in computer science, Information Technology, Engineering, or equivalent technical application support experience
  • 3 to 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
  • Experience with AMEXGBT applications and processes is a plus
  • Solid knowledge of GDS systems (Sabre, Amadeus, Travelport)
  • Hands-on experience 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)
  • 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
Benefits
  • Health and welfare insurance plans
  • Retirement programs
  • Parental leave
  • Adoption assistance
  • Wellbeing resources
  • Travel perks including deals from major travel providers on flights, hotels, cruises, and car rentals
  • Access to over 20,000 courses on learning platform and leadership courses

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Level 2 technical supporttroubleshootingXMLAPIs.NET FrameworkWindows OSSQL querieslog analysismulti-tiered web-based architecturesdesktop applicationsGDS systems
Soft skills
problem-solvingcommunicationcollaborationagilityincident managementprioritizationstakeholder managementknowledge sharingflexibilityteamwork