About The Role

Sr Associate, Technology Operations Support oversees the maintenance, monitoring, and troubleshooting of complex systems necessary for technology services, ensuring installations, software, hardware, operating systems, and configuration issues are effectively addressed and resolved.

Oversees system performance monitoring and proactively identifies and resolves complex issues to ensure optimal functionality
Investigates and resolves of critical incidents and problems in systems and services, including root cause analysis
Implements remedies and preventative measures to maintain and enhance system integrity
Manages application maintenance, including performance tuning, major enhancements, comprehensive backup and recovery processes, and developing and deploying preventative maintenance procedures
Directs service support activities, including advanced access control, application installation, and retirement of outdated systems
Monitors quality standards of documentation and reporting
Collaborates with cross-functional teams to ensure adherence to quality standards during development and implementation phases
Drives continuous service improvement by developing and maintaining best practices and knowledge repositories
Coordinates disaster recovery testing and leads post-implementation reviews to ensure system resilience
Collaborates and co-creates effectively with teams in product and the business to align technology initiatives with business objectives

Education Qualifications

Bachelor’s degree in Information Systems, Computer Science, Information Technology, and/or comparable experience; advance degree preferred
Knowledge of distributed multi-tiered systems, algorithms, and relational databases
Knowledge of data structures and associated components to support complex system functionality
Knowledge of infrastructure technologies such as Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and components like servers, Java Virtual Machines (JVMs), databases, and networking solutions
Knowledge of Information Technology Infrastructure Library (ITIL) and Capability Maturity Model Integration (CMMI) practice

Work Experience

Experience in technology service delivery, application maintenance, or technical support
Experience in designing and coding for automation and troubleshooting purposes across multiple platforms and languages such as Java, HTML5, JavaScript, and .NET
Licenses and Certifications:
Certification in ITIL, Agile is a plus
Public Cloud certification is a plus

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.