Senior Associate - Technology Operations Engineering

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. We support the delivery and operations of technology, digital, and data capabilities, platforms, and services globally. Specifically, our team is responsible for the company’s technology engineering, architecture, and infrastructure, providing 24x7 support to ensure uninterrupted, high-quality experience for customers and colleagues. We also provide product management for core enterprise platforms, and lead technology risk and information security, enterprise data governance and platforms, digital product and design, and enterprise AI platforms on behalf of the company.

Global Infrastructure (GI) delivers on-demand, modern, self-service infrastructure that delights customers while ensuring scalability, security, and stability.

Senior Associate, Technology Operations Engineering oversees the monitoring and maintenance of technology systems or network infrastructure, providing advanced technical support and collaborating on technology projects to align with business objectives, all while ensuring comprehensive documentation and efficient incident resolution.

Responsibilities

Monitors the performance and availability of technology systems and applications and implements system upgrades, updates, and backups to ensure the maintenance of hardware and software systems.

May manage and resolve service requests and incidents identifying, diagnosing, and resolving system issues in an efficient manner.

Provides advanced technical support to end-users for hardware, software, and network-related issues.

Performs the setup and configuration of new hardware and software with guidance.

Manages and maintains network infrastructure with guidance, mitigating potential incidents that impacts the network operations.

Monitors network performance and troubleshoot connectivity issues and supports the implementation of network security measures.

Maintains comprehensive documentation of system configurations, procedures, and troubleshooting steps, and generates reports on system performance, incidents, and resolutions.

Completes technology projects and initiatives, supporting in the development of operational policies and procedures and identify areas for improvement with guidance from peers and leaders.

Collaborates and co-creates effectively with teams in product and the business to align technology initiatives with business objectives.

Implements resiliency standards, tooling, and best practices.

Reviews incident trends and conduct root cause analysis to implement permanent resolutions and mitigate future failures.

Qualifications

Bachelor's degree in Computer Science, Computer Engineering, and/or comparable experience.

Knowledge of network protocols and technologies.

Knowledge of scripting languages (e.g., PowerShell, Python) for automation tasks.

Work Experience:

Experience in technology operations, cloud administration, IT asset management and automation tools and / or Site Reliability Engineering (SRE) in a technology or financial services organization.

Experience in system administration, network configuration, and troubleshooting

Experience in technology operations work.

Experience in managing and troubleshooting technology infrastructure and services, including servers, networks, and cloud services.

Experience in cloud platforms such as AWS, Azure, Google Cloud.

The candidate should be comfortable working in rotational shifts and rotational week offs.

Licenses and Certifications:

Certification such as CompTIA A+, Network+, or Security+ is a plus

Public Cloud certification is a plus