Senior Associate - Technology Operations Engineering

Job d:

Location:

Phoenix, AZ, United States Salary: $89250 - $150250 annually + bonus + benefits

Job Function:
Technology Operations

Schedule:

Full time

Shift: Day Workplace:
Hybrid Career Area:
Technology Company:
American Express Description Enterprise  Identity Application Support Joining Amex Tech means discovering and shaping your contribution to something big. Here, you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies, and a commitment to back the broader engineering community through open source, our mission is to power your success.

Because Amex Tech is powered by our technology, our culture, and our colleagues.

Enterprise Identity is the foundation of American Express's digital customer experience, enabling secure, seamless, and reliable authentication and authorization services.

The Enterprise Identity  Application Support (AS) team partners with Product, Engineering, SRE, and Program teams to ensure the availability, performance, and resilience of mission-critical Identity and Access Management (IAM) platforms.

These capabilities include American Express Logon, OAuth-based authorization for Open Banking, customer identity systems such as Product Registry and Profile, and authentication services including One Auth, AuthN+, and Verification Services.

Supporting high-availability objectives of up to 99.999%, the team operates 24x7x365 through a global follow-the-sun model spanning the United States and India.

How Will You Make an Impact in This Role?

You will play a critical role in maintaining the reliability, stability, and performance of Enterprise Identity applications supporting millions of customer interactions.

This hands-on technical role focuses on production support, incident resolution, application troubleshooting, observability, automation, and continuous reliability improvements.

You will collaborate with engineering and SRE teams to proactively identify production risks, resolve complex technical issues, reduce incident recovery times, and improve platform resilience through engineering-driven solutions.

Responsibilities

Key Responsibilities Production Support & Incident Management Provide 24x7 production support for mission-critical Enterprise Identity applications and services.

Proactively monitor application health, investigate alerts, and troubleshoot complex production issues involving APIs, microservices, authentication services, and infrastructure.

Participate in high-severity incident response, technical troubleshooting, and service recovery activities.

Perform root cause analysis (RCA), identify recurring issues, and implement corrective and preventive solutions.

Support critical incident escalations, collaborate with stakeholders, and communicate technical findings and resolution progress.

Leverage AI-assisted diagnostics and automated incident workflows to accelerate troubleshooting and resolution.

Application Reliability & Observability Partner with Engineering and SRE teams to improve application availability, performance, scalability, and resilience.

Analyze application logs, metrics, and distributed traces to identify performance bottlenecks and system failures.

Utilize observability platforms such as Splunk, ELK Stack, Dynatrace, Grafana, and Prometheus.

Enhance proactive monitoring, intelligent alerting, and automated diagnostics to reduce Mean Time to Detect (MTTD) and Mean Time to Restore/Recover (MTTR).Participate in disaster recovery testing, resilience validation, and preventive maintenance activities.

Agentic AI, Automation & Technical Engineering Design, develop, and maintain automation solutions using Python, Java, Unix Shell, Ansible, APIs, and orchestration frameworks.

Explore and implement Agentic AI solutions and AI-powered workflows to enhance incident triage, root cause analysis, operational decision-making, and automated remediation.

Leverage AIOps, machine learning, and intelligent automation for anomaly detection, event correlation, predictive monitoring, and proactive incident prevention.

Develop automated diagnostics, self-healing workflows, and reusable operational tools to reduce manual intervention and operational toil.

Integrate AI-driven automation with observability platforms, incident management systems, and operational workflows, incorporating appropriate human oversight and security controls.

Troubleshoot Java-based applications, REST APIs,…