The Enterprise Technology Services organization partners with every part of the

American Express business to power the company’s growth and innovation with trust and efficiency, and drive competitive differentiation with speed. We support the delivery and operations of technology, digital, and data capabilities, platforms, and services globally. Specifically, our team is responsible for the company’s technology engineering, architecture, and infrastructure, providing 24x7 support to ensure an uninterrupted, high-quality experience for customers and colleagues. We also provide product management for core enterprise platforms, and lead technology risk and information security, enterprise data governance and platforms, digital product and design, and enterprise AI platforms on behalf of the company.

As an Associate Technology Operations Engineer, you will help maintain the availability, stability and resilience of business-critical production applications and technology services. This role requires strong Technology Operations experience, combined with a proven knowledge of Incident Management and Application Support.

You will be expected to take ownership of high-severity production incidents, leading Major Incident bridges and providing clear direction throughout the incident lifecycle. This includes coordinating and assisting technical teams with troubleshooting and diagnostics, facilitating effective communication and collaboration across multiple support teams, managing escalations and stakeholder updates, identifying appropriate recovery actions, and driving incidents through to timely service restoration. You will maintain focus and momentum during critical situations, ensuring actions are clearly owned, tracked and progressed while minimising business and customer impact.

RESPONSIBILITIES

• Provide operational support for business-critical production applications, platforms and infrastructure, ensuring high levels of availability, stability and resilience, while troubleshooting issues across application, infrastructure, network and cloud environments.
• Lead and coordinate Major Incident bridges, taking ownership of high-severity incidents and managing them end-to-end through triage, impact assessment, prioritisation, escalation, investigation, recovery and closure, with a clear focus on rapid service restoration.
• Coordinate and assist Application, Infrastructure, Network, Cloud, Engineering, SRE and third-party teams during complex incidents, maintaining structure and momentum by ensuring actions have clear owners, progress is tracked and appropriate technical and management escalations are made.
• Assess customer and business impact and provide clear, timely incident communications to technical teams, business stakeholders and senior leadership, while maintaining accurate incident timelines, actions, decisions, impact assessments and restoration details
• Facilitate and contribute to post-incident reviews and Root Cause Analysis (RCA), identifying corrective actions, reviewing incident trends and recurring issues, and driving opportunities to improve service stability, resilience and prevent recurrence.
• Develop and maintain operational procedures, support documentation, runbooks and escalation processes, collaborating with Product, Engineering and business teams to continually improve operational readiness, monitoring, resilience and production support.
• Act as an escalation point for Technology Operations Engineers, providing guidance during complex or high-severity incidents, removing blockers, sharing operational best practices, and supporting the development of less experienced engineers to promote consistent and effective production support.