Senior Associate - Tech Ops Support - Digital Workplace

The world’s best colleague digital experience. That’s what we deliver. Everywhere. Every single day. American Express’s global employees and contractors (we call them colleagues) are served by an award-winning Digital Workplace team that enables communication, connection, and productivity – and we’re just getting started.​

Responsibilities

• Oversees system performance monitoring and proactively identifies and resolves complex issues to ensure optimal functionality

• Investigates and resolves of critical incidents, problems and Knowledge module in systems and services, including root cause analysis

• Implements remedies and preventative measures to maintain and enhance system integrity and Knowledge Management

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• Directs service support activities, including advanced access control, application installation, and retirement of outdated systems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

• 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 and driving adoption of self-help and chatbot, AI initiatives related to Knowledge Management.

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

• Awareness 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

• Knowledge of Technical content management and awareness of GenAI tools.

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