Senior Associate-Tech Operations Engineering - Digital Workplace

American Express•Phoenix, AZ

27d•Hybrid

About The Position

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. As part of Team Amex, you'll experience this 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. 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 Digital Workplace Team at American Express is entering into a new phase of technology transformation driven by opportunities to improve Colleague experience, raise productivity and collaboration, and drive operational efficiency of all service and infrastructure operations. If you have the talent and desire to deliver innovative products and services at a rapid pace, with hands on experience and critical thinking, in areas of productivity and collaboration software suites, endpoint computing and security, mobile platforms, data management and analytics, and software engineering, join our architecture team to help with our transformation journey!

Requirements

Bachelor's degree in information systems, Computer Science, Information Technology, and/or comparable experience; advance degree preferred
Knowledge of distributed multi-tiered systems, algorithms, and relational databases
Knowledge of data structures and associated components to support complex system functionality
Awareness of infrastructure technologies such as Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and components like servers, Java Virtual Machines (JVMs), databases, and networking solutions
Knowledge of Information Technology Infrastructure Library (ITIL) and Capability Maturity Model Integration (CMMI) practice
Knowledge of Technical content management and awareness of GenAI tools

Responsibilities

Oversees system performance monitoring and proactively identifies and resolves complex issues to ensure optimal functionality
Investigates and resolves of critical incidents, problems and Knowledge module in systems and services, including root cause analysis
Implements remedies and preventative measures to maintain and enhance system integrity and Knowledge Management
Manages application maintenance, including performance tuning, major enhancements, comprehensive backup and recovery processes, and developing and deploying preventative maintenance procedures
Directs service support activities, including advanced access control, application installation, and retirement of outdated systems
Monitors quality standards of documentation and reporting
Collaborates with cross-functional teams to ensure adherence to quality standards during development and implementation phases
Drives continuous service improvement by developing and maintaining best practices and knowledge repositories and ITSM
Coordinates disaster recovery testing and leads post-implementation reviews to ensure system resilience
Collaborates and co-creates effectively with teams in product and the business to align technology initiatives with business objectives and driving adoption of self-help and chatbot, AI initiatives related to Knowledge Management.

Benefits

Competitive base salaries
Bonus incentives
6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities