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 environment 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, AppDynamics, Splunk, Grafana, or equivalent platforms.
- Ability to work effectively in a fast-paced,



high-pressure operational environment while maintaining attention to detail. Must be willing to work from the Gurgaon office a minimum of three days per week.

Preferred Attributes:
- Experience working in Banking, Financial Services, Payments, FinTech, or other highly regulated environments.
- Exposure to command center, mission control, production assurance, or enterprise operations functions.
- Demonstrated experience leading production bridge calls, major incident management, and cross-functional service restoration activities.
- Proven ability to coordinate and influence internal technology teams, business stakeholders, and external vendor partners to achieve desired operational outcomes.
- Strong understanding of Incident, Problem, Change, and Release Management processes, including governance, compliance, and operational risk management.
- Ability to make sound operational decisions under pressure and effectively manage competing priorities during critical incidents.
- Experience leading shift operations, managing escalations, and providing operational direction in a 24x7 support environment.

Note : This is a hands-on operational leadership role. While the position includes shift leadership, stakeholder management, and operational governance responsibilities, the successful candidate will be expected to actively participate in incident management, troubleshooting, service restoration, problem management, operational reporting, and all day-to-day Production Assurance activities alongside the team. This role requires a leader who can both direct operations and personally contribute to execution when required. 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.

We back you with perks that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- 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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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