Sr Technology Operations Support

**You Lead the Way. We’ve Got Your Back.**

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

**How will you make an impact in this role?**

The Enterprise Technology Services organization partners with every part of the American Express business to power the company’s growth and innovation with trust and efficiency, and drive competitive differentiation with speed, by supporting the delivery and operations of technology capabilities, platforms, and services globally. Specifically, the team is responsible for the company’s technology engineering, architecture, and infrastructure, providing 24x7 support to ensure an uninterrupted, high-quality experience for external customers and internal colleagues. It also encompasses product management for core enterprise platforms, as well as technology risk and information security; enterprise data governance and platforms; and digital product and design across the American Express enterprise.

**Responsibilities**:

- Ensure high levels of product availability for the customers and partners of American Express
- Oversee system performance monitoring and proactively identifies and resolves complex issues to ensure optimal functionality
- Investigate and resolve critical incidents and problems in systems and services, including root cause analysis
- Implement remedies and preventative measures to maintain and enhance system integrity
- Monitor quality standards of documentation and reporting
- Collaborate with cross-functional teams to ensure adherence to quality standards during development and implementation phases
- Drive continuous service improvement by developing and maintaining best practices and knowledge repositories
- Coordinate disaster recovery testing and lead post-implementation reviews to ensure system resilience
- Collaborate and co-create effectively with teams in product and the business to align technology initiatives with business objectives

**Minimum Qualifications**
- Bachelor's degree in Information Systems, Computer Science, Information Technology, and/or comparable experience; advanced degree preferred. 4 + years of varied experience in software engineering or service delivery.
- 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
- Performance troubleshooting and tuning, experience implementing high availability solutions like Always on, Clustering, Mirroring etc.
- Experience with troubleshooting techniques for root cause analysis of issues.
- Experience in one or more of the following: Programming languages, Networking, Linux/Windows, Mainframe, Middleware, Databases, cloud.
- Proficient English - verbal and written communication skills.
- Soft skills - analytical thinking, curiosity, continuous learning and improvement attitude.

**Preferred Qualifications**
- Certification in ITIL, Agile is a plus
- Public Cloud certification is a plus
- DevOps knowledge for highly available IT infrastructure.
- Experience in designing and coding for automation and troubleshooting purposes across multiple platforms and languages such as Java, HTML5, JavaScript, and.NET
- Building live production APIs and services.
- Experience with relevant business domain related functions.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

- 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