Associate - Technology Operations Supportnew

The Tech Associate – Environment & Monitoring is a critical role within the Production Assurance Team, responsible for ensuring 24x7 system availability, stability, and operational readiness across infrastructure, application, and network environments. The role acts as the first line of defense for environment health checks, monitoring operations, and ensuring seamless readiness across UAT and Production platforms. The Customer Journey PME team is a cross-functional, collaborative and innovative team responsible for partnering with engineering and product partners to ensure alignment between the organizations and contribute to the key strategic efforts. This strategic role ensures uninterrupted service delivery, rapid incident response, and continuous improvement of operational processes, partnering closely with business and technology teams

Monitoring, Incident & Production Support:

• Lead 24x7 monitoring, incident management, triage, escalation, and resolution activities to maximize service availability and minimize downtime.
• Monitor infrastructure, applications, batch jobs, SFTP, network, database, firewall/security, and end-user computing platforms.
• Drive major incident management, crisis response, and service restoration in partnership with PAT Leads, Shift Incharge, and L1/L2/L3 support teams.
• Conduct root cause analysis (RCA), problem management, and preventive remediation for recurring incidents.
• Coordinate with vendor partners and internal technology teams to accelerate issue resolution.
• Oversee Disaster Recovery (DR) and Business Continuity (BCP) readiness, testing, execution, and post-event reviews.
• Ensure regulatory incident reporting and stakeholder communications are completed accurately and within required timelines.
• Participate in a global 24x7 support model, including weekend and holiday coverage.

Access, Security & Environment Management:

• Manage access provisioning, SFTP configurations, and credential administration in compliance with security policies.
• Support planned maintenance windows, production releases, and coordinated downtime activities.
• Partner with compliance, security, and infrastructure teams to maintain operational controls and platform integrity.

Ticket Management, Reporting & Knowledge Management:

• Manage and govern incident, service request, and problem tickets while ensuring SLA compliance.
• Track, analyze, and report on operational performance, incident trends, and recurring issues.
• Maintain shift handovers, operational logs, knowledge articles, and support documentation.
• Provide actionable service metrics, analytics, and operational insights to leadership and stakeholders.
   

Observability, Reliability, Automation & Continuous Improvement:
 

• Identify and implement automation opportunities to improve efficiency, reduce manual effort, and enhance operational effectiveness.
• Drive productivity and optimization initiatives within the Production Assurance function.
• Leverage service analytics and operational KPIs to improve reliability, recovery performance, and customer experience. 
• Build and enhance observability capabilities through monitoring, alerting, tracing, automation, and self-healing solutions.

• Contribute hands-on to enterprise tooling, platform engineering, and reliability initiatives.

  Expected Outcomes:
   

• Deliver industry-leading production stability, availability, and service resilience.
• Reduce recurring incidents through effective problem management and preventive controls.
• Strengthen operational readiness, change governance, and regulatory compliance.
• Enhance disaster recovery preparedness and business continuity execution.
• Provide data-driven insights that enable continuous investment in Production Assurance and platform reliability.

• 4-7 years of experience in Production Support, IT Operations, Application Support, NOC, Command Center, or similar operational support roles.
• Strong understanding of incident management, issue triage, escalation procedures, and service restoration in business-critical environments.
• Experience monitoring applications, infrastructure, batch jobs, SFTP processes, databases, networks, and system health metrics.
• Working knowledge of ITSM processes and ticket management platforms such as ServiceNow, JIRA, Remedy, or equivalent tools.
• Familiarity with change management, release support, disaster recovery testing, and business continuity processes.
• Strong analytical and troubleshooting skills with the ability to quickly diagnose and coordinate resolution of production issues.
• Excellent verbal and written communication skills, with the ability to provide clear and timely updates to technical and business stakeholders.
• Comfortable working in a 24x7 shift-based operating model, including rotational weekends, holidays, and on-call support as needed.
• Good to have Hands-on experience with monitoring and observability tools such as Dynatrace, AppDynamics, Splunk, Grafana, or equivalent platforms.
• Ability to work effectively in a fast-paced, high-pressure operational environment while maintaining attention to detail.
• Must be willing to work from the Gurgaon office a minimum of three days per week.

Preferred Attributes

• Experience working in Banking, Financial Services, Payments, FinTech, or other highly regulated environments.
• Exposure to command center, mission control, production assurance, or enterprise operations functions.
• Understanding of major incident management, problem management, and root cause analysis practices.
• Passion for automation, process improvement, and continuous operational excellence.
• Self-starter with a strong ownership mentality and "can-do" attitude.
• Team player willing to contribute wherever required to support production stability and business outcomes.
• Calm under pressure and able to effectively manage competing priorities during incidents and critical events.
• Customer-focused, operationally disciplined, and committed to delivering high levels of service reliability.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.