Technical Support Analyst – Travel Technology

Jobtailor; Gurugram District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Jobtailor is seeking an experienced travel operations professional to provide Level 2 technical support for Amex GBT travel bookings. You will manage incidents, respond to P1/P2, and collaborate with cross-functional teams to restore services quickly.

The role requires strong knowledge of GDS platforms, multi-tier troubleshooting, and experience with log analysis and ticketing systems. You will contribute to root cause analysis and ensure compliance with policies and SLAs.

Qualifications

• Must have bachelor’s degree.
• 4+ years of experience in corporate travel operations.
• Proven Level 2 technical application support experience.
• Experience with AMEXGBT applications and processes is a plus.
• Hands-on experience with GDS platforms (Sabre, Apollo, Galileo, or Amadeus).
• Understanding of front-end, mid-office, and back-office applications.
• Hands-on experience of troubleshooting multi-tiered desktop/web applications.
• Hands-on experience with at least one log analysis tool (Datadog, Kibana, or Grafana).
• Hands-on experience with at least one ticketing system (Freshservice, ServiceNow, or Salesforce).

Responsibilities

• Provide Level 2 technical support for Amex GBT travel bookings.
• Manage incident, case, and request resolution.
• Respond to critical incidents (P1/P2) within defined SLAs.
• Troubleshoot application issues and configuration problems.
• Conduct root cause analysis and problem management.
• Communicate issue status and resolution timelines to stakeholders.
• Collaborate with incident management, SRE, and product teams.
• Ensure adherence to Amex GBT policies, procedures, and processes.

Skills

Incident management

Root cause analysis

Stakeholder communication

Troubleshooting

Problem management

Team collaboration

Business process understanding

Education

Bachelor's degree

Tools

Sabre

Apollo

Galileo

Amadeus

Datadog

Kibana

Grafana

Freshservice

ServiceNow

Salesforce

Job description

Responsibilities

• Provide Level 2 technical support for Amex GBT travel booking
• Manage incident, case, and request resolution
• Respond to critical incidents (P1/P2) within defined SLAs
• Troubleshoot application issues and configuration problems
• Conduct root cause analysis and problem management
• Communicate issue status and resolution timelines to stakeholders
• Collaborate with incident management, SRE, and product teams
• Ensure adherence to Amex GBT policies, procedures, and processes

Requirements

• Must have bachelor’s degree
• 4+ years of experience in corporate travel operations
• Proven Level 2 technical application support experience
• Experience with AMEXGBT applications and processes is a plus
• Hands‑on experience with GDS platforms (Sabre, Apollo, Galileo, or Amadeus)
• Understanding of front‑end, mid‑office, and back‑office applications
• Hands‑on experience of troubleshooting multi-tiered desktop/web applications
• Hands‑on experience with at least one log analysis tool (Datadog, Kibana, or Grafana)
• Hands‑on experience with at least one ticketing system (Freshservice, ServiceNow, or Salesforce)