Technical Support Analyst (BSA) - Travel Technology

American Express Global Business Travel

Manila, Metro Manila, Philippines Full time July 06, 2026

Found Description

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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