Marketplace Platform Operations Analyst (Product Support Analyst)

American Express Global Business Travel; Gurugram District; On-site; INR 700,000 - 900,000; Full time

Job summary

Amex GBT is seeking a capable Product Support professional to lead analysis and consulting for our travel product and program technologies in Gurgaon. You will collaborate with global teams to diagnose issues, support bookings, and improve platform stability.

The role requires 2+ years in travel product support, strong analytical skills, and experience with GDS platforms like Sabre/Amadeus. CRM proficiency and a customer-service mindset are essential.

Qualifications

• 2+ years of Product Support in Travel or travel tech.
• Experience troubleshooting software issues in travel industry with GDS platforms.
• Proficient with CRM systems and knowledge of APIs a plus.

Responsibilities

• Lead analysis and consulting for travel product and program technologies.
• Diagnose and resolve supply technology issues within SLAs.
• Provide functional support for booking failures and platform issues.
• Perform trend analysis on issues and determine root causes or need for changes.
• Participate in bug triage and assign priority based on impact.
• Create knowledge base articles to reduce escalations.
• Administer supply configurations and ensure data feeds integrate without interruption.
• Conduct regular supply settings reviews for optimal display and content availability.
• Document deployment processes and support global rollouts.

Skills

Product support

Analytical thinking

Communication

Time management

Customer service

Team collaboration

Education

University degree

Tools

Sabre

Amadeus

Galileo

Worldspan

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. In this role, you’ll lead the analysis and consulting for our travel product and program technologies. This is a great opportunity to share your technical knowledge with internal and external customers, generate value for the business, and build relationships across our global team.

What You’ll Do

• Marketplace Platform Support & Troubleshooting - Diagnose and resolve supply technology issues on platform configuration, functionality, and stability within established SLAs
• Technical Support - Provide functional support to internal customers and business partners on booking failures, missing content, and other platform issues
• Issue Analysis - Perform trending analysis on issues and determine whether they require code changes, process improvements, or partner action
• Bug Triage - Participate in bug triage process to assign priority based on commercial and customer impact
• Knowledge Base Development - Create knowledge base articles for internal and external support teams to reduce escalations
• Marketplace Platform Configurations - Administer supply configurations and settings; ensure client and Amex GBT negotiated data feeds integrate without interruption
• Supply Optimization - Conduct regular supply settings reviews to ensure optimal display and content availability
• Subject Matter Expertise - Maintain strong functional and technical knowledge of the product; keep current with supply technology and skills
• Deployment Support - Map and document deployment processes; gather data and analysis; create training requirements for new and existing countries
• Global Collaboration - Work with global teams to document and prioritize deployment issues; provide technical support for successful rollouts

What We’re Looking For

• 2+ years Product Support in Travel - Extensive experience troubleshooting software issues in travel industry
• GDS Platform Expertise - Required experience with Sabre, Amadeus, Galileo, or Worldspan Travel Distribution & Operations Knowledge - Strong understanding of travel systems, processes, and e-commerce platforms (OTA/OBT)
• Analytical & Problem-Solving Skills - Ability to interpret data, identify root causes, and solve complex issues systematically
• Issue Tracking & CRM Systems - Proficiency with CRM systems to track and resolve issues; API knowledge is a plus
• Communication & Stakeholder Management - Clear written and verbal communication; ability to navigate complex organizations and collaborate effectively
• Customer Service Mindset - Interact effectively with non-technical and highly technical users; prioritize customer needs
• Time Management and Prioritization - Strong organizational skills with ability to balance multiple tasks and meet tight deadlines
• Self-Motivated & Details Oriented - Driven professional with excellent organizational skills, attention to details, and minimal supervision
• Adaptable & Resilient - Thrive in complex environments; remain calm under pressure; curious, creative problem-solver with strong team collaboration skills
• Preferably educated to university degree level

Location Gurgaon, India

Experience

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!

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.