Level 2 Technical Support Engineer Full Time

Company Description

Motlay Innovations Pvt Ltd is a tech advisory and consulting firm committed to empowering businesses through innovative technologies and strategic solutions. Offering services from software selection to financial planning best practices, we focus on simplicity, agility, integrity, and cost efficiency. Backed by over 22 years of diverse experience, the team at Motlay provides custom solutions to help organizations harness data effectively and achieve measurable results. By combining advanced technology with fresh thinking, we deliver tools and insights that drive business growth.

Level 2 Support

Location – Noida

Employment Type: Full-Time

Interview Process: Video Interview

Top 5 Mandatory Skills:

1. Strong experience with GDS platforms (Amadeus, Sabre, Galileo/Travelport).
2. Corporate Travel / Business Travel industry experience.
3. Level 2 / Level 3 Application Support experience.
4. Online Booking Tool (OBT) knowledge and support experience.
5. Incident Management, Troubleshooting, and SLA Management expertise

Responsibilities

• Monitor support queues and action requests within SLA timelines; act as the first escalation point for all priority incidents.
• Provide support and leadership as a Level 2 / Level 3 Subject Matter Expert.
• Take ownership of support cases and provide leadership and coordination to achieve issue resolution, potentially spanning multiple complex systems.
• Share knowledge, experience, and trends with Level 1 support teams and implementation teams globally to proactively avoid future issues.
• Assign cases and discuss/allocate tasks to the development team in collaboration with the Product Leader.
• Work with and facilitate communication with external clients regarding support and assistance requirements.
• Build strong relationships with Corporate business teams to better understand operational needs.
• Support the Customer Support Leader with business initiatives as identified.
• Maintain awareness of corporate business plans and support them by driving the appropriate operational behaviors.
• Identify recurring trends from day-to-day support cases and escalate insights to leadership for review and improvement.

Requirements

• Minimum 12 months of experience at Flight Centre OR 2+ years of external Business Travel industry experience.
• Experience working in a commercial or business environment.
• Proven success in previous support or operational roles.
• Strong troubleshooting and analytical skills.
• Excellent communication and stakeholder management abilities.
• Ability to work effectively with global teams and cross-functional stakeholders.