Description
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, cooperative 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

Responsibilities
Production Assurance Tech Support, Leadership & Governance:
- 24x7 monitoring, incident management, triage, escalation, and resolution activities to maximize service availability and minimize downtime.
- Monitor infrastructure,



applications, batch jobs, SFTP, network, database, firewall/security, and end-user computing platforms.
- Act as the shift command lead, orchestrating internal teams and vendor partners to drive timely service restoration and minimize business impact.
- Own end-to-end execution of Incident, Problem, Change, and Release Management processes, ensuring governance, compliance, and SLA adherence.
- Lead major incident bridges, stakeholder communications, escalations, and recovery activities during critical production events.
- Drive accountability across support teams and vendor partners, ensuring corrective actions, RCAs, and problem records are completed and tracked to closure.
- Govern production readiness, operational risk assessments, and change reviews to maintain service stability and resilience.
- Mentor shift analysts and engineers, fostering a culture of ownership, operational excellence, a

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