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
handle the resolution of incidents including timely acknowledgement, prioritization, communication, escalation, analysis and review - within sla’s.
Respond to critical incidents (priority 1 / priority 2) as per defined protocols and sla’s
join critical incident bridges and triage issues to deliver or drive resolution.
Supervise various ticket queues globally to ensure tickets have not breached and ensure tickets are responded to in a timely fashion, including any escalated issues.
Perform issue severity assessment quickly based on impact to the business and prioritize or de-prioritize accordingly.
Research and solve issues/problems starting with mínimal details, including thinking outside the box to resolve might have caused the problem and the solution.
Drives problem management for resolutions delivery with product management teams.
Analyses / perform and drive to rca (root cause analysis).
Engage with local/regional/global level 3 product development, engineering/network teams for issues that requires additional support for resolution and on a timely basis.
Participates to support efficient handover of new products or product enhancements from projects to bau status.
Report production impact details to the management.
Adhere to standards and processes for incident management & resolution.
Coordinate with colleagues in other regions to share market specific knowledge & collaborate and up skill colleagues as required.
Ensure compliance with amex gbt policies and procedures.
What we’re looking for
+3years of equivalent experience in the travel operations or technology level 2 application support.
Advanced english level is a must.
Willing to work in a 24x7, rotational shift-based role.
Solid knowledge in working with and supporting multiple gds’s is preferred
itil certification will be a plus. Salesforce administrator certification will be a plus.
Knowledge about dot net framework, api’s & web services technology, windows o/s platforms and troubleshooting.
Hands-on individual who is technically savvy & can work well with all levels and virtual teams, both internal & external.
Knowledge or experience in using a ticketing system like servicenow or freshservice for incident management is preferred.
Strong ms office skills (outlook, word, excel) preferred.
High degree of personal accountability, highly disciplined and good time management skills.
Ability to cope with pressure, sla’s and delivers results.
Self-starter, quicker learner with ability and zeal to learn new skills and quickly adapt to changing environment & work with little mentorship.
Location 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.
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!
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.