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**
- 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 fixes. Participate in triage with the product teams as well as the business teams.
- Work with Product Development team to influence supportability architecture and influence designs to include instrumentation for supportability. Manage expectations of key features and capabilities from a fix perspective.
- Work closely with Support team in across globe, plan a handover on daily basis.
- Create knowledge articles documenting issues and resolutions for team reference.
**What We’re Looking For**
- Proficiency in reading and debugging - XML, APIs, Web services,.NET Framework, Windows OS, and SQL queries
- Experience with log analysis tools (Datadog, Nexthink, Kibana, Grafana, SOAP UI)
- Experience with ticketing systems (Freshservice, ServiceNow, Salesforce)




- Expert problem-solving skills with strong attention to detail and utilize data to drive problem solving
- Excellent written and verbal communication; ability to collaborate across virtual, global teams
- Ability to manage multiple issues simultaneously in fast-paced environments while meeting objectives
- High personal accountability, discipline, and strong time management and ability to keep calm and thrive under pressure
- **Flexibility to work Hybrid (2-3 days working from office) and 24x7 rotational shifts**
**Location**
Mexico City, 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.
- **Versátil 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.

📌 Business System Analyst (Ciudad de México)
🏢 American Express Global Business Travel
📍 Ciudad de México