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 ...