The Mgr -Tech Ops Support is a critical role within the Production Assurance Team, responsible for ensuring 24x7 system availability, stability, and operational readiness across infrastructure, application, and network environments. The role acts as the first line of defense for setting health checks, monitoring operations, and ensuring seamless readiness across UAT and Production platforms. The Customer Journey PME team is a cross-functional, collaborative and innovative team responsible for partnering with engineering and product partners to ensure alignment between the organizations and contribute to the key strategic efforts. This strategic role ensures uninterrupted service delivery, rapid incident response, and continuous improvement of operational processes, partnering closely with business and technology teams
- 8-12 years of experience in Production Support, IT Operations, Application Support, NOC, Command Center, or similar operational support roles.
- Strong understanding of incident management, issue triage, escalation procedures,



and service restoration in business-critical environments.
- Experience monitoring applications, infrastructure, batch jobs, SFTP processes, databases, networks, and system health metrics.
- Working knowledge of ITSM processes and ticket management platforms such as ServiceNow, JIRA, Remedy, or equivalent tools.
- Familiarity with change management, release support, disaster recovery testing, and business continuity processes.
- Strong analytical and troubleshooting skills with the ability to quickly diagnose and coordinate resolution of production issues.
- Excellent verbal and written communication skills, with the ability to provide clear and timely updates to technical and business stakeholders.
- Comfortable working in a 24x7 shift-based operating model, including rotational weekends, holidays, and on-call support as needed.
- Good to have Hands-on experience with monitoring and observability tools such as Dynatrace, A

📌 Manager -Technology Operation Support (Gurugram)
🏢 American Express
📍 Gurugram