Associate - Technology Operations Support

American Express
Gurugram
Workplace: HybridFull timeFunction: Product ManagementExperience: 4-7 yearsEducation: bachelorsSkills: ["Incident management","Triage","Escalation","Root cause analysis","Analytical troubleshooting","Communication","Automation","Process improvement","Ownership"]

Own 24x7 environment monitoring and incident/production support to maximize service availability and reduce downtime. Lead major incident management, triage, escalation, and service restoration, performing RCA and preventive remediation. Manage ITSM ticketing with SLA compliance, maintain shift handovers and operational documentation, and drive automation and observability improvements. Ensure access/security configuration, disaster recovery and business continuity readiness, and accurate regulatory incident reporting.

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FursaFursa
American Express
American Express
2 days ago

Associate - Technology Operations Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Own 24x7 environment monitoring and incident/production support to maximize service availability and reduce downtime. Lead major incident management, triage, escalation, and service restoration, performing RCA and preventive remediation. Manage ITSM ticketing with SLA compliance, maintain shift handovers and operational documentation, and drive automation and observability improvements. Ensure access/security configuration, disaster recovery and business continuity readiness, and accurate regulatory incident reporting.
Location: Gurugram
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Lead 24x7 monitoring and incident management, including triage, escalation, and resolution to maximize service availability and minimize downtime.
  • •Drive major incident management, crisis response, and service restoration in partnership with PAT leads, shift incharge, and L1/L2/L3 support teams.
  • •Perform root cause analysis, problem management, and preventive remediation for recurring incidents.
  • •Manage access provisioning, SFTP configurations, and credential administration in compliance with security policies.
  • •Govern incident/service request/problem tickets with SLA compliance; maintain shift handovers, operational logs, and support documentation; track trends and operational performance metrics.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisability BenefitsPaid ParentalRetirementMedicalCounselingPaid Leave

Key Requirements

  • •4-7 years of experience in production support, IT operations, application support, NOC, command center, or similar operational support roles.
  • •Strong incident management skills including 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 and ticket management platforms such as ServiceNow, JIRA, Remedy, or equivalents.
  • •Comfort with a 24x7 shift-based model including rotational weekends, holidays, and on-call support as needed.
Experience:4-7 yearsProduction supportIT operationsApplication supportNOCCommand center
Education:Bachelor's
Skills:Incident managementTriageEscalationRoot cause analysisAnalytical troubleshootingCommunicationAutomationProcess improvementOwnership
Tech Stack:ServiceNowJIRARemedyDynatraceAppDynamicsSplunkGrafanaSFTPITSM

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn