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 is a member of Data Center Infrastructure (DCI) organization, reporting to a Manager or Director. Works closely with DCI teams, Customers and Partners to ensure quality standards.

• 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
• Provides core support to service delivery and ensures adherence to quality standards agreed upon for documentation, reporting and operational processes.
• Collaborates with cross functional teams to ensure quality standards are met and technology initiatives align with business objectives.
• Supports customer engagements by assisting in requirements gathering, planning, implementation, and post deployment activities, acting in a supporting and consultative capacity.
• Provides a point of support for assigned platforms or service capabilities within Data Center Infrastructure.
• Identifies problem statements, proposes solutions, scopes work associated with implement plans.
• Articulates key steps required to complete components of larger project deliverables.
• Assists in the development, enhancement and maintenance of standardized documentation including procedures, workflows, and knowledge repositories.
• Participates in testing activities for system enhancements, fixes, and new feature releases in partnership with engineering teams.
• Contributes in post implementation reviews, retrospectives, and continuous improvement efforts. 
• Analyzes and manages reporting, using software to generate metrics, dashboards, and scorecards; validates and models data to ensure accuracy. 
• Supports data related activities including date validation, cleansing, and migration efforts across systems and platforms.
• Works in conjunction with partners to ensure Service Level Agreements are maintained.
• Communicates status of incidents, resolutions, and preventative measures.
• Undertakes quality assessments by supporting quality rating activities on key changes to ensure resolution of defects. 
• Supports end-to-end business process and guides during problem resolution or preventative maintenance.
• Contributes to continuous service improvement by maintaining best practices, 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 infrastructure planning / implementation, critical asset life cycle management, IT Service Management, event response, audit/compliance, and other core business processes critical to a data center environment.
• Experience with data center systems/platforms (e.g., DCIM, monitoring tools, or related infrastructure platforms).
• Proficiency 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 
• Demonstrated ability to influence outcomes and collaborate effectively without direct authority
• Ability to balance multiple priories and progress work in parallel with strong time management skills.
• Sound judgement in decision making, including when to escalate verses act independently
• Commitment to high standards, accountability, and outcome-driven behaviors.
• Proactive mindset with ability to take initiative without prompting
• Experience working with geographically distributed teams.

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.