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Technical Support Analyst (BSA) - Travel Technology

Company

American Express Global Business Travel

Location

Manila, Philippines

Type

Full time

Description

What You'll Do 

  • Provide Level 2 application support for Travel Counselor tools, travel booking, servicing, and Corporate applications
  • Manage incident and request resolution through timely acknowledgment, prioritization, communication, and escalation
  • Respond to critical incidents (P1/P2) within SLA; participate in incident bridges, issue triage, and deliver timely outage communications
  • Monitor global ticket queues to ensure SLA compliance
  • Assess issue severity rapidly and troubleshoot application and configuration issues end-to-end
  • Drive root cause analysis and problem management to prevent recurrence and reduce demand
  • Maintain proactive communication with key stakeholders on issue status and resolution timelines
  • Report production impacts to leadership and ensure high-impact issues reach product development teams quickly
  • Engage with Major Incident Management, Site Reliabilit...

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