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About the Role
As an Associate Technology Operations Engineer, you will help maintain the availability, stability, and resilience of business-critical production applications and technology services. This role requires strong Technology Operations experience, combined with a proven knowledge of Incident Management and Application Support. You will be expected to take ownership of high-severity production incidents, leading Major Incident bridges and providing clear direction throughout the incident lifecycle.
Responsibilities
- Provide operational support for business-critical production applications, platforms, and infrastructure, ensuring high levels of availability, stability, and resilience, while troubleshooting issues across application, infrastructure, network, and cloud environments.
- Lead and coordinate Major Incident bridges, taking ownership of high-severity incidents and managing them end-to-end through triage, impact assessment, prioritization, escalation, investigation, recovery, and closure, with a clear focus on rapid service restoration.
- Coordinate and assist Application, Infrastructure, Network, Cloud, Engineering, SRE, and third-party teams during complex incidents, maintaining structure and momentum by ensuring actions have clear owners, progress is tracked, and appropriate technical and management escalations are made.
- Assess customer and business impact and provide clear, timely incident communications to technical teams, business stakeholders, and senior leadership, while maintaining accurate incident timelines, actions, decisions, impact assessments, and restoration details.
- Facilitate and contribute to post-incident reviews and Root Cause Analysis (RCA), identifying corrective actions, reviewing incident trends and recurring issues, and driving opportunities to improve service stability, resilience, and prevent recurrence.
- Develop and maintain operational procedures, support documentation, runbooks, and escalation processes, collaborating with Product, Engineering, and business teams to continually improve operational readiness, monitoring, resilience, and production support.
- Act as an escalation point for Technology Operations Engineers, providing guidance during complex or high-severity incidents, removing blockers, sharing operational best practices, and supporting the development of less experienced engineers to promote consistent and effective production support.
Requirements
- Bachelor's degree in Computer Science, Computer Engineering, or comparable professional experience.
- 4+ years of relevant experience in Technology Operations, Production Support, Service Management, SRE, or a comparable operational environment.
- Experience working in a high-volume, 24x7 production financial services environment, supporting business-critical applications and services with demanding availability, stability, resilience, and operational requirements.
- Strong hands-on Incident and Major Incident Management experience.
- Proven experience leading Major Incident bridges for high-severity production incidents.
- Demonstrated ability to coordinate multiple technical teams and drive incidents through service restoration.
- Knowledge of ITIL/IT Service Management standards, particularly Incident, Major Incident, Problem, and Change Management.
- Experience communicating technical incidents and business impact to both technical and non-technical stakeholders.
- Knowledge of Software Delivery Lifecycle and Disaster Recovery.
- Strong troubleshooting experience across applications, infrastructure, networks, and/or cloud services.
- Strong verbal and written communication, analytical, and problem-solving skills.
- Experience with enterprise incident management, monitoring, and observability tooling.
- Experience with AWS, Azure, and/or Google Cloud.
- Understanding of SRE practices and production resilience.
- Knowledge of Python, Bash, or automation technologies.
- Relevant IT Service Management, cloud, or technology operations certifications are advantageous.
- Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
- Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Skills
- Technology Operations
- Incident Management
- Application Support
- Troubleshooting
- Cloud environments
- Major Incident Management
- Service Restoration
- ITIL/IT Service Management
- Problem Management
- Change Management
- Software Delivery Lifecycle
- Disaster Recovery
- AWS
- Azure
- Google Cloud
- SRE practices
- Python
- Bash
- Automation technologies
Location
- UK
Work Type
- Hybrid
- Onsite
- Virtual
Experience Level
- Associate
- 4+ years of relevant experience
Education Level
- Bachelor's degree in Computer Science, Computer Engineering or comparable professional experience
Benefits
- 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
About the Company
- The Enterprise Technology Services organization partners with every part of the American Express business to power the company’s growth and innovation with trust and efficiency, and drive competitive differentiation with speed.
- We support the delivery and operations of technology, digital, and data capabilities, platforms, and services globally.
- Specifically, our team is responsible for the company’s technology engineering, architecture, and infrastructure, providing 24x7 support to ensure an uninterrupted, high-quality experience for customers and colleagues.
- We also provide product management for core enterprise platforms, and lead technology risk and information security, enterprise data governance and platforms, digital product and design, and enterprise AI platforms on behalf of the company.
- 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.