Senior Associate - Technology Operations Engineering

American Express•Phoenix, AZ

About The Position

The Enterprise Identity Application Support team partners with Product, Engineering, SRE, and Program teams to maintain the availability, performance, and resilience of mission-critical Identity and Access Management platforms. These include American Express Logon, OAuth-based authorization for Open Banking, customer identity systems such as Product Registry and Profile, and authentication services including One Auth, AuthN+, and Verification Services. The platforms support high-availability objectives of up to 99.999%, with 24x7x365 operations through a global follow-the-sun model spanning the United States and India. This hands-on technical role maintains the reliability, stability, and performance of Enterprise Identity applications supporting millions of customer interactions. It focuses on production support, incident resolution, application troubleshooting, observability, automation, and continuous reliability improvements. The role collaborates with engineering and SRE teams to identify production risks, resolve complex technical issues, reduce incident recovery times, and improve platform resilience through engineering-driven solutions.

Requirements

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
3+ years of experience in application support, production engineering, site reliability engineering, or software engineering.
Strong hands-on experience troubleshooting enterprise applications, resolving production incidents, and performing root cause analysis.
Proficiency in programming or scripting languages such as Java, Python, Ruby, Perl, or Unix Shell.
Working knowledge of Java-based applications, Spring frameworks, REST APIs, JSON, and microservices architectures.
Familiarity with web technologies such as JavaScript, HTML5, and Node.js.
Hands-on experience with observability and application performance monitoring tools such as Splunk, ELK Stack, Dynatrace, or equivalent platforms.
Experience designing, developing, and implementing operational automation using Python, Shell scripting, Ansible, APIs, or orchestration frameworks.
Working knowledge of AIOps concepts, including intelligent alerting, anomaly detection, event correlation, and automated incident management.
Experience automating production support activities, including monitoring, diagnostics, incident triage, and remediation workflows.
Experience supporting applications on OpenShift, Kubernetes, or other cloud platforms.
Familiarity with CI/CD tools such as Jenkins and GitHub.
Understanding of ITSM concepts, Agile methodologies, and tools such as Jira.
Strong analytical, troubleshooting, communication, and collaboration skills.
Ability to work effectively in a fast-paced, business-critical production environment.
Eligibility to work with American Express in the United States; the company will not pursue visa sponsorship for these positions.

Nice To Haves

Experience supporting Identity and Access Management (IAM), authentication, authorization, or cybersecurity applications.
Knowledge of OAuth 2.0, OpenID Connect (OIDC), JSON Web Tokens (JWT), and API security concepts.
Experience supporting highly available, large-scale distributed applications and microservices.
Understanding of SRE principles, including Service Level Indicators (SLIs), Service Level Objectives (SLOs), and reliability metrics.
Experience with advanced observability technologies such as Grafana, Prometheus, OpenTelemetry, and distributed tracing.
Hands-on experience implementing AIOps solutions for anomaly detection, predictive monitoring, intelligent event correlation, and automated incident resolution.
Exposure to Agentic AI, Large Language Models (LLMs), and AI-powered automation frameworks for incident triage, root cause analysis, and operational workflows.
Experience developing self-healing automation, automated remediation, and AI-assisted diagnostic solutions with appropriate operational safeguards.
Familiarity with AI agent orchestration frameworks, tool integrations, and API-driven automation.
Knowledge of application performance optimization, resilience engineering, disaster recovery, and failover testing.
Experience working in complex enterprise environments, preferably within financial services.
Strong problem-solving skills and a passion for engineering excellence, operational reliability, and continuous improvement.

Responsibilities

Provide 24x7 production support for mission-critical Enterprise Identity applications and services.
Monitor application health, investigate alerts, and troubleshoot production issues involving APIs, microservices, authentication services, and infrastructure.
Participate in high-severity incident response, technical troubleshooting, service recovery, and critical incident escalations; communicate technical findings and resolution progress with stakeholders.
Perform root cause analysis, identify recurring issues, and implement corrective and preventive solutions.
Use AI-assisted diagnostics and automated incident workflows to accelerate troubleshooting and resolution.
Partner with Engineering and SRE teams to improve application availability, performance, scalability, and resilience.
Analyze application logs, metrics, and distributed traces to identify performance bottlenecks and system failures.
Use observability platforms and improve proactive monitoring, intelligent alerting, and automated diagnostics to reduce MTTD and MTTR.
Participate in disaster recovery testing, resilience validation, and preventive maintenance.
Design, develop, and maintain automation using Python, Java, Unix Shell, Ansible, APIs, and orchestration frameworks.
Explore and implement Agentic AI and AI-powered workflows for incident triage, root cause analysis, operational decision-making, and automated remediation.
Use AIOps, machine learning, and intelligent automation for anomaly detection, event correlation, predictive monitoring, and proactive incident prevention.
Develop automated diagnostics, self-healing workflows, and reusable operational tools to reduce manual intervention and operational toil.
Integrate AI-driven automation with observability platforms, incident management systems, and operational workflows, with appropriate human oversight and security controls.
Troubleshoot Java-based applications, REST APIs, microservices, and cloud-native workloads deployed on OpenShift, Kubernetes, or equivalent platforms.
Collaborate with development teams on application defects, CI/CD pipelines, deployment automation, and production readiness.
Collaborate with Product, Engineering, SRE, Cybersecurity, and Delivery teams to ensure reliable and secure production operations.
Participate in technical retrospectives, post-implementation reviews, and continuous service improvement initiatives.
Support incident, problem, change, and release management processes aligned with ITSM practices.
Contribute to operational knowledge repositories, automation frameworks, and engineering best practices.
Identify opportunities to adopt emerging AI technologies, Agentic AI capabilities, and automation to improve engineering productivity and operational efficiency.