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.

Responsibilities

• 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• Directs service support activities, including advanced access control, application installation, and retirement of outdated systems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

Qualifications

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.