Manager -Technology Operation Support

American Express
Gurugram
Workplace: HybridFull timeFunction: Product ManagementExperience: 8-12 yearsEducation: bachelorsSkills: ["Analytical and troubleshooting","Communication","Stakeholder management","Operational leadership","Continuous improvement"]

Lead 24x7 production assurance operations to maximize service availability and minimize downtime. Own incident, problem, change, and release management execution and governance, run major incident bridges, and drive timely restoration with cross-team and vendor coordination. Oversee monitoring and observability coverage across infrastructure, applications, batch jobs, SFTP, networks, databases, and security controls. Improve reliability through automation, service health reporting, and root-cause-driven corrective actions, while mentoring shift teams.

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American Express
American Express
2 days ago

Manager -Technology Operation Support

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

Job Summary

Lead 24x7 production assurance operations to maximize service availability and minimize downtime. Own incident, problem, change, and release management execution and governance, run major incident bridges, and drive timely restoration with cross-team and vendor coordination. Oversee monitoring and observability coverage across infrastructure, applications, batch jobs, SFTP, networks, databases, and security controls. Improve reliability through automation, service health reporting, and root-cause-driven corrective actions, while mentoring shift teams.
Location: Gurugram
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Provide 24x7 monitoring and lead incident management, triage, escalation, and resolution to maximize availability and minimize downtime.
  • •Act as shift command lead orchestrating internal teams and vendor partners to restore services quickly and reduce business impact.
  • •Own end-to-end execution of incident, problem, change, and release management processes with governance, compliance, and SLA adherence.
  • •Lead major incident bridges and stakeholder communications during critical production events, driving recoveries and corrective actions to closure.
  • •Drive automation and observability improvements and provide operational insights, risk assessments, and service health reporting; mentor shift analysts and engineers.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisabilityRetirementParental LeaveCounseling SupportAnnual Bonus

Key Requirements

  • •8-12 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, 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 ticketing tools such as ServiceNow, JIRA, Remedy, or equivalent.
  • •Comfortable with a 24x7 shift-based operating model including rotational weekends, holidays, and on-call as needed.
Experience:8-12 years
Education:Bachelor's
Skills:Analytical and troubleshootingCommunicationStakeholder managementOperational leadershipContinuous improvement
Languages:US
Tech Stack:SFTPServiceNowJIRARemedyDynatraceAppDynamicsSplunkGrafanaMonitoringAlertingTracingAutomationSelf-healingITSMObservability

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