Associate - Tech Ops Support

Joining Amex Tech means discovering and shaping your contribution to something big. Here, you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies, and a commitment to back the broader engineering community through open source, our mission is to power your success. Because Amex Tech is powered by our technology, our culture, and our colleagues.

The Associate, Tech Ops Support role is a member of the Data Center Infrastructure (DCI) organization, reporting to a Manager or Director. Works closely with DCI teams, Customers and Partners to ensure quality standards and operational excellence, including lifecycle management of critical infrastructure and assests. 

• Monitors system performance and escalates non-routine issues to ensure optimal functionality
• Completes the investigation and resolution of incidents and problems in systems and services, including root cause analysis, with guidance from peers and leaders
• Performs the implementation of agreed remedies and preventative measures to maintain system integrity
• Performs cradle to grave oversight of critical assets and supporting infrastructure throughout their lifecycle in the facility.
• Coordinates asset lifecycle activities including receipt, tagging/labeling, storage, staging, movement, RMA, and secure destruction.
• Maintains accurate inventory records, logs, and systems of record to ensure traceability, audit readiness, and accurate reporting.
• Oversees receiving, unloading, loading and movement of shipments, ensuring alignment with safety, security, and operational standards. 
• Collaborates with teams to ensure quality standards are adhered to 
• Completes continuous service improvement by maintaining best practices and knowledge repositories, with guidance from peers and leaders
• Collaborates and co-creates effectively with teams to align technology initiatives with business objectives
• Identifies problem statements, proposes solutions, scopes work associated with implement plans.
• Provides core support to service delivery and meets agreed upon quality standards
• Analyzes and manages reporting, using software to generate metrics, data discovery applications, dashboards, and scorecards.
• Works in conjunction with partners to ensure Service Level Agreements are maintained.
• Assists in the investigation, root cause analysis, and resolution of problems.
• Supports end-to-end business process and guides during problem resolution or preventative maintenance.
• Adds to continuous service improvement by maintaining assigned standard methodologies and knowledge repositories 

Education and Knowledge

• Minimum of 3+ years of demonstrated experience in a Tier III/IV data center service delivery environment supporting and partnering with teams who work with IT service delivery as well as electrical / plant operations. 
  • Core knowledge of critical space, facilities operations, and IT Service delivery in mission critical data center physical environments. 
  • Experience with critical asset life cycle management, IT Service Management, inventory control, logistics operations, and or supply/chain processes withing a data center or critical infrastructure environment. 
• Experience in Microsoft Office Suite

Preferred Qualifications

• Solid grasp of the core functions that span a Data Center Infrastructure Service Delivery organization
• Relevant certifications and/or experience 
• Ability to successfully communicate with proficiency across streams and channels of business units and infrastructure teams at all levels. 
• Sets and maintains high standards for self and others modeling outcomes driven behaviors.
• Knows when to advance decisions to Leadership and when to make on-the-spot decisions.
• Demonstrable time management skills and ability to progress work in parallel 
• Does not shy away from challenging goals and persists until commitments are met. 
• Acts on own initiative without being prompted. 

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

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.