Marketplace Platform Operations Analyst (Product Support Analyst)

Overview

Lead analysis and consulting for Amex GBT's travel product and program technologies, supporting marketplace platform operations and deployments.

What you'll do

• Diagnose and resolve supply technology issues on platform configuration, functionality, and stability within established SLAs.
• Provide functional support to internal customers and business partners on booking failures, missing content, and other platform issues.
• Perform trending analysis on issues and determine whether they require code changes, process improvements, or partner action.
• Participate in the bug triage process to assign priority based on commercial and customer impact.
• Create knowledge base articles for internal and external support teams to reduce escalations.
• Administer supply configurations and settings; ensure client and Amex GBT negotiated data feeds integrate without interruption.
• Conduct regular supply settings reviews to ensure optimal display and content availability.
• Maintain strong functional and technical knowledge of the product; keep current with supply technology and skills.
• Map and document deployment processes; gather data and analysis; create training requirements for new and existing countries.
• Work with global teams to document and prioritize deployment issues; provide technical support for successful rollouts.

What you'll need

• 2+ years of product support in the travel industry, with extensive experience troubleshooting software issues.
• Required experience with Sabre, Amadeus, Galileo, or Worldspan.
• Strong understanding of travel systems, processes, and e-commerce platforms (OTA/OBT).
• Ability to interpret data, identify root causes, and solve complex issues systematically.
• Proficiency with CRM systems to track and resolve issues.
• Clear written and verbal communication; ability to navigate complex organizations and collaborate effectively.
• Ability to interact effectively with non-technical and highly technical users and prioritize customer needs.
• Strong organizational skills with ability to balance multiple tasks and meet tight deadlines.
• Self-motivated and detail oriented, with minimal supervision required.
• Adaptable and resilient, remaining calm under pressure, with strong team collaboration skills.

Nice to have

• API knowledge.
• Preferably educated to university degree level.

Details

• Location: Gurgaon, India.