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Associate - Technology Operations Support

American Express · Posted Nov 4

Banking, credit card, payment network, and travel services

Gurugram, HR, IndiaFull-timeHybridMid Level4–7 years₹14.0L–₹22.0L yearly35 applicants
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About the role

The Production Assurance Team ensures 24x7 system availability, stability, and operational readiness across infrastructure, application, and network environments. The Customer Journey PME team partners with engineering and product teams to align organizations and support strategic efforts. This role acts as the first line of defense for environment health checks, monitoring operations, and seamless readiness across UAT and Production platforms, including incident response and continuous operational improvement.

What you will do

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.

Skills used in this role

What the employer is looking for

  • 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 qualifications

  • 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.

Benefits and support

  • Competitive base salaries
  • Bonus incentives
  • Support for financial-well-being and retirement
  • Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
  • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
  • Generous paid parental leave policies (depending on your location)
  • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
  • Free and confidential counseling support through our Healthy Minds program
  • Career development and training opportunities

About American Express

American Express logo

American Express

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American Express Company is a globally recognized multinational financial services corporation specializing in payment cards, travel-related services, and network banking. Founded in 1850, the company provides charge and credit cards, expense management products, and merchant services to consumers, small businesses, and large corporations worldwide. It operates a proprietary payments network known for its premium customer engagement and lifestyle rewards programs.

Industry
Banking
Company size
76800 employees
Founded
1850-03-18
Location
New York City, New York, USA
Funding stage
Public Company

Leadership

SJ
Stephen J. Squeri

Chairman and Chief Executive Officer

CL
Christophe Le Caillec

Chief Financial Officer

RR
Ravi Radhakrishnan

Chief Information Officer and Executive Vice President

MR
Monique R. Herena

Chief Colleague Experience Officer

ER
Elizabeth Rutledge

Chief Marketing Officer

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