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.

What You'll Do

Incident, Request Management and Technical Problem-Solving

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

Stakeholder Engagement & Escalation

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

Operational Excellence, Compliance and flexibility

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 Model – Hybrid with 24x7 rotational shifts, with 2 : 3 days in office.

What We're Looking For

Education & Experience

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
Experience with AMEXGBT applications and processes is a plus

Technical Expertise

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

Tools & Systems

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

Professional Competencies

Expert problem-solving skills with strong attention to detail and utilize data to drive problem solving
Excellent written and verbal communication; ability to collaborate across virtual, global teams
Ability to manage multiple issues simultaneously in fast-paced environments while meeting objectives
High personal accountability, discipline, and strong time management and ability to keep calm and thrive under pressure
Self-starter and quick learner and adaptability to changing environments with minimal guidance
Customer and client-focused mindset
Owns the resolution and drives end to end resolution ownership

Certifications & Flexibility

ITIL, AWS, Nexthink, Salesforce certification will be a plus
Flexibility to work in Work Model – Hybrid with 24x7 rotational shifts, with 2 : 3 days in office.

Location

Manila, Philippines

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!

This role is for CWT, a member of the American Express Global Business Travel family of companies.

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.

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.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

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!

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