Senior Associate - Tech Ops Engineering

American Express; Phoenix (AZ); On-site; USD 90,000 - 120,000; Full time

Job summary

American Express in Phoenix seeks a Sr Associate, Technology Operations Support to monitor and troubleshoot complex systems, ensuring stable installations, software, hardware, and configurations.

You will investigate critical incidents, perform root cause analysis, and implement proactive maintenance to safeguard system integrity. Collaboration across product and business teams is essential.

Qualifications

• Bachelor’s degree in IS/CS/IT or equivalent required.
• Experience with distributed multi-tier systems and databases.
• Knowledge of ITIL and CMMI practices is preferred.

Responsibilities

• Monitors system performance and proactively resolves issues.
• Investigates critical incidents and performs root cause analysis.
• Implements remedies and preventative measures for system integrity.
• Manages application maintenance including backups and updates.
• Directs service support activities and manages installations.
• Ensures quality documentation and reporting.

Skills

System Monitoring

Incident Management

Root Cause Analysis

Preventive Maintenance

Documentation

Education

Bachelor’s degree in Information Systems, Computer Science, Information Technology, and/or comparable experience

Advanced degree preferred

Tools

Java

HTML5

JavaScript

.NET

Job description

Job Description

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• Directs service support activities, including advanced access control, application installation, and retirement of outdated systems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