Job Description

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

• 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

• Engage with major incident management, Site reliability engineering, infrastructure, network and global product and engineering teams and participate in triage sessions

• Queue management of cases / tickets and timely resolution (within defined objectives) of technical issues escalated to the team. Troubleshoot live site issues, engage appropriate parties, and drive through to resolution

• Defect management by opening relevant defects with appropriate level of technical information and prioritization to yield defect fixes. Participate in triage with the product teams as well as the business teams.

• Work with Product Development team to influence supportability architecture and influence designs to include instrumentation for supportability. Manage expectations of key features and capabilities from a fix perspective.

• Work closely with Support team in across globe, plan a handover on daily basis.

• Create knowledge articles documenting issues and resolutions for team reference.

What We’re Looking For

• 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 with GDS such as SABRE, Amadeus, Travelport.

• Hands-on experience of troubleshooting multi-tiered web-based architectures and 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)

• 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

• Flexibility to work Hybrid and 24x7 rotational shifts

Location

Mexico City, Mexico

Click here to learn more about the benefits we offer in Mexico.

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!

A ll 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.

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

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

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!