Team Manager - GTAS

What You ll Do on a Typical Day

• Team Leadership and Management:

• Lead and motivate a high-performance team of Business Analysts
• Monitor tasks, track work queues, and ensure 24/7 operational coverage.
• Provide mentorship, performance coaching, and professional development to the team.
• Conduct performance reviews and implement training initiatives
• Lead by example, demonstrating strong technical skills and customer service practices.

• Technical Support and Troubleshooting:

• Manage escalated customer issues with expert troubleshooting.
• Collaborate across GBT Group teams to resolve complex technical issues.
• Develop and maintain comprehensive knowledge bases.
• Proactively identify and address recurring technical problems and drive ticket demand reduction.

• Process Improvement and Efficiency:

• Analyze data to identify areas for improvement in processes and workflows.
• Develop and implement policies, procedures, and standards to enhance team performance and ensure consistency.
• Monitor key performance indicators (KPIs) to track team performance and identify areas for improvement.

• Communication and Collaboration:

• Communicate effectively with end users, team members, and other stakeholders.
• Collaborate with cross-functional teams to address technical issues and improve customer experiences.
• Represent the team in meetings and presentations, communicating progress and highlighting successes.

What We re Looking For

Technical Qualifications:

• Bachelor s or Master s degree in computer science, information technology or engineering or equivalent experience.
• Minimum 10+ years of overall professional experience, including minimum of 5+ years in a people leadership role.
• Strong experience in travel technology and technical application support
• Knowledge and understanding across multiple Global Distribution Systems (GDS) and data flows.
• Certifications preferred: - ITIL, Salesforce, AWS, Other relevant technical certifications (or in progress).
• Strong Proficiency in MS Office suite with advanced skills on Microsoft Excel.
• Experienced in ticketing systems for incident management like Fresh-service or Service Now.
• Technically savvy with ability to work across virtual teams

Leadership and Personal Attributes:

• Strong experience of managing a virtual team.
• Flexible and adaptable to manage and operate in a 24x7 operational environment.
• Ability to provide stable leadership during rapid changes.
• Strong problem-solving skills with meticulous attention to detail.
• Excellent time management and discipline.
• Data-driven decision-making approach.
• Strong collaboration skills and resilience to overcome obstacles.
• Capacity to work with calmness under pressure and deliver strong results.
• Patient and creative thinking.
• Effective communication across all organizational levels.
• Ability to work in fast-paced, multi-geographic environments.
• Capable of managing competing priorities.