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
Collaborate across regions to share knowledge and upskill colleagues
Ensure adherence to GBT policies, procedures, and incident management process compliance

Bachelor’s degree in computer science, Information Technology, Engineering, or equivalent technical application support experience
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, across both online and offline travel booking applications
Solid knowledge of GDS systems (Sabre, Amadeus, Travelport) and travel technology across front, mid and back-office tools
Hands-on experience of 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)
Knowledge of networking, VPN connections, and AWS /Azure
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
ITIL, AWS, Nexthink, Salesforce certification will be a plus

Business Systems Analyst

Key skills