Role Overview
American Express features an opportunity for an Associate - Technology Operations Support within the Production Assurance and Customer Journey PME organization in Gurugram, Haryana, India (Hybrid). Operating in a 24x7 shift-based environment, this role serves as the first line of defense for platform stability, environmental health checks, and continuous monitoring across enterprise infrastructure, applications, and networks. The position oversees incident triage, crisis response, root cause analysis (RCA), and disaster recovery readiness across UAT and Production systems to sustain high service availability and platform resilience.
Core Responsibilities
- 24x7 Monitoring & Event Management: Monitor mission-critical infrastructure, applications, batch processes, SFTP workflows, network health, databases, and firewall/security components.
- Incident & Crisis Management: Lead incident triage, major incident coordination, escalation workflows, and service restoration in collaboration with PAT leads, shift managers, and engineering teams.
- Root Cause Analysis & Problem Management: Conduct detailed RCAs, track recurring failure patterns, and coordinate permanent preventive fixes with development and vendor partners.
- Environment & Access Governance: Administer credentials, manage secure SFTP configurations, and govern system readiness for scheduled maintenance windows and production releases.
- ITSM Governance: Log, track, and resolve incident, problem, and service request tickets in ServiceNow or JIRA while ensuring strict SLA compliance and maintaining shift handover documentation.
- Business Continuity & Disaster Recovery: Coordinate and execute Disaster Recovery (DR) tests, support Business Continuity Planning (BCP) readiness, and lead post-drill evaluations.
- Observability & Automation: Implement operational automation scripts, configure monitoring thresholds, and optimize observability telemetry using enterprise tooling suites.
Qualifications & Requirements
- Educational Background: Bachelor's degree in Computer Science, Information Technology, Engineering, or an equivalent technical discipline.
- Professional Experience: 4 to 7 years of dedicated experience in production support, NOC/Command Center operations, IT operations, or application support in high-availability environments.
- Monitoring & Operations: Demonstrated proficiency monitoring distributed applications, scheduled batch jobs, SFTP transfers, databases, and network connections.
- ITSM Tooling: Working experience utilizing enterprise ITSM platforms, including ServiceNow, JIRA, or BMC Remedy, adhering to structured ITIL workflows.
- Observability Toolsets (Advantageous): Hands-on exposure to APM and log analysis platforms such as Dynatrace, AppDynamics, Splunk, or Grafana.
- Domain Experience: Familiarity with banking, fintech, payments, or highly regulated financial enterprise environments is preferred.
- Work Model: Willingness to support a 24x7 rotational shift schedule (including weekends and holidays) and work on-site at the Gurgaon office a minimum of three days per week.
About American Express
American Express is a globally integrated payments company providing customers with access to products, insights, and experiences that enrich lives and build business success. Built on a foundation of trust, integrity, and security, American Express delivers innovative financial services, payment solutions, and digital platforms across consumer and commercial markets worldwide.