Technical Project Manager - Application Support

Technical Project Manager

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.

This role is for a Technical Project Manager to support Corporate & Professional Services.  The ideal candidate will have a proven track record of managing Application Support teams including managing incident resolution, meeting Service Level Agreements (SLAs), leading support teams, coordinating system upgrades, reducing technical debt, managing vendor relationships, and ensuring high system availability.

What You’ll Do

• Operational Excellence & Support and End-to-end management of production incidents, ensuring timely resolution and root cause analysis (RCA)
• Monitoring application performance, stability, and security and Managing support ticket lifecycles, from logging to resolution, including Level 2/3 escalations
• Establishing, monitoring, and reporting on SLAs
• Team Leadership & Process Management and Leading and mentoring support engineers and analysts
• Ensure knowledge bases and FAQ documentations are up-to-date and Team adherence to processes pertaining to incident, change, and problem management.
• Stakeholder & Vendor Management and Acting as the primary liaison between technical teams, business users, and third-party vendors.
• Prioritizing new support requests and bug fixes based on business impact and Coordinating with development teams for patches, upgrades, and hotfixes.
• Project & Risk Management and Managing the lifecycle of application enhancements
• Identifying and mitigating operational risks and Developing project budgets and timelines for system upgrades.
• Communicate effectively with stakeholders, providing regular updates on changes, issues, risks, and milestones and Manage resource capacity and project budgets

What We’re Looking For

• 10+ years of strong project management experience and familiarity with handling application support (L2/L3) activities.
• Travel/Hospitality industry experience is a plus.
• Legacy midrange platform (AS400) knowledge is a plus
• Exceptional leadership and team management skills, with the ability to inspire and motivate teams.
• Excellent communication and interpersonal skills, with the ability to manage stakeholder expectations and build strong relationships.
• Strong problem-solving skills and the ability to make decisions under pressure and escalate as required.
• Proficiency in using project management tools like Microsoft Office, Smartsheet, JIRA, Confluence, Sharepoint.
• Excellent written and verbal communication skills and time management skills.
• Ability to navigate the organization, collaborate effectively with multiple stakeholders and overcome barriers.
• Fast learner with the ability to quickly adapt and prioritize focus and Detail-oriented with a commitment to delivering high-quality results.
• Strong sense of personal accountability regarding decision-making and managing teams
• Must be willing and able to work in 2nd shifts (3:00 PM IST to 12:00 AM IST) and occasional weekends as required
• Must be willing to work from Bangalore office location minimum 3 days in a week

     

Location

Bangalore, India

     

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.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• 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!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

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.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!

Experience Level

Senior Level