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Technology Operations Support Associate
American Express. Lead 24x7 monitoring, incident management, triage, escalation, and resolution activities to maximize service availability and minimize downtime .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in incident management, problem resolution, and operational support within a 24x7 environment, ensuring service availability and compliance with regulatory standards. Proficient in leveraging monitoring tools and analytics to enhance production stability and drive continuous improvement initiatives.
Highest-signal resume keywords
Incident ManagementProduction SupportITSM ProcessesMonitoring ToolsDisaster Recovery
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem ManagementRoot Cause AnalysisService RestorationAccess ProvisioningSFTP ConfigurationOperational Performance TrackingChange ManagementService Metrics AnalysisAutomation Implementation
Soft Skills
Analytical SkillsTroubleshooting SkillsCommunication SkillsAttention to DetailAbility to Work Under Pressure
Tools & Technologies
ServiceNowJIRARemedyDynatraceAppDynamicsSplunkGrafana
Industry Keywords
BankingFinancial ServicesPaymentsFinTechRegulatory Compliance
Tech Stack
Tools & technologiesGrafanaITSMServiceNowSplunk
About the role
Key responsibilities & impact- 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, problem management, and preventive remediation for recurring incidents
- Coordinate with vendor partners and internal technology teams to accelerate issue resolution
- Oversee Disaster Recovery and Business Continuity 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 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 service metrics, analytics, and operational insights to leadership and stakeholders
- Identify and implement automation opportunities to improve efficiency and reduce manual effort
- 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 production stability, availability, and service resilience; reduce recurring incidents; strengthen operational readiness, change governance, regulatory compliance, disaster recovery preparedness, and business continuity execution
Requirements
What you’ll need- Bachelor's Degree
- 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: experience in Banking, Financial Services, Payments, FinTech, or other highly regulated environments
- Preferred: exposure to command center, mission control, production assurance, or enterprise operations functions
- Preferred: understanding of major incident management, problem management, and root cause analysis practices
- Preferred: passion for automation, process improvement, and continuous operational excellence
Benefits
Comp & perks- 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