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Technical Support Specialist
4 months ago
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.
Ready to explore a career path? Start your journey.
Position Overview:
As a member of the GTAS Team in the Global Infrastructure and Support organization in the Platform Engineering & Technology organization, this position is based in India and will provide application support services on a 24x7 basis for GBT for Travel Counselor Servicing applications, & Corporate applications.
What You'll Do on a Typical Day.
Day to day Responsibility includes providing 2nd level application support for GBT applications including Travel Counselor Servicing 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 24x7 operations including public holidays and weekends (shift based, 5 working days rotating roster for 24x7 operations). Respond to critical incidents application issues as per defined protocols and SLA's 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, & 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.What We're Looking For
For Fresher Graduates - Bachelor's degree in science or engineering with a strong GPA For Experienced Professionals – at least 3 +years of equivalent experience is preferred. Willing to work in a 24x7, rotational shift based role. Experience in the Travel Operations OR Technology Level 2 Application Support. Solid knowledge in working with and supporting multiple GDS's. ITIL certification will be a plus. Salesforce Administrator certification will be a plus. Good understanding of networking to support troubleshooting Network and VPN connections for application related issues. Knowledge about Dot Net Framework, API's & 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 like ServiceNow or fresh service for incident management is preferred. Strong MS Office skills (Outlook, Word, Excel) preferred. 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.Location
India - Virtual LocationThe #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 moreAll 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.
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 .
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
