Technical Support Analyst (BSA) - Travel Technology

American Express Global Business Travel · Manila, Metro Manila, Philippines

Location

Manila

Job Type

Full time

Posted

June 11, 2026

Job 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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