Description
The Tech Associate – Environment & Monitoring 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 creative 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
Monitoring, Incident & Production Support:
- Lead 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.
- Drive major incident management, crisis response, and service restoration in partnership with PAT Leads, Shift Incharge, and L1/L2/L3 support teams.
- Conduct root cause analysis (RCA), problem management, and preventive remediation for recurring incidents.
- Coordinate with vendor partners and internal technology teams to accelerate issue resolution.
- Oversee Disaster Recovery (DR) and Business Continuity (BCP) readiness, testing, execution, and post-event reviews.
- Ensure regulatory incident reporting and stakeholder communications are completed accurately and within required timelines.
- Participate in a global 24x7 support model, including weekend and holiday coverage.

Access, Security & Environment Management:
- Manage access provisioning, SFTP configurations, and credential

📌 Associate - Technology Operations Support (Gurugram)
🏢 American Express
📍 Gurugram