Job Title: Senior Associate - Technical Support Specialist

Work Location: Manila

Work Setup & Schedule: Onsite | Shifting | Graveyard

Salary:

PHP 55,000 (2–3 years of experience)

PHP 65,000–75,000 (4+ years of experience)

Sr Associate Technology Operations Support

As a Sr Associate, Technology Operations Support, you will be essential in providing enterprise

services to ensure high levels of product availability for the customers and partners of American

Express. 

Responsibilities:

 Oversee system performance monitoring and proactively identifies and resolves complex

issues to ensure optimal functionality

 Investigate and resolve critical incidents and problems in systems and services, including root

cause analysis

 Implement remedies and preventative measures to maintain and enhance system integrity

 Manage application maintenance, including performance tuning, major enhancements,

comprehensive backup and recovery processes, and developing and deploying preventative

maintenance procedures

 Direct service support activities, including advanced access control, application installation,

and the retirement of outdated systems

 Monitor quality standards of documentation and reporting

 Collaborate with cross-functional teams to ensure adherence to quality standards during

development and implementation phases

 Drive continuous service improvement by developing and maintaining best practices and

knowledge repositories

 Coordinate disaster rec

Minimum Qualifications:

 Bachelor's degree in Information Systems, Computer Science, Information Technology, and/or

comparable experience; advanced degree preferred. 4 + years of varied experience in

software engineering or service delivery.

 Knowledge of distributed multi-tiered systems, algorithms, and relational databases

 Knowledge of data structures and associated components to support complex system

functionality

 Knowledge of infrastructure technologies such as Infrastructure as a Service (IaaS), Platform

as a Service (PaaS), and components like servers, Java Virtual Machines (JVMs), databases,

and networking solutions

 Knowledge of Information Technology Infrastructure Library (ITIL) and Capability Maturity

Model Integration (CMMI) practice

 Experience in technology service delivery, application maintenance, or technical support

 Performance troubleshooting and tuning, experience implementing high availability solutions

like Always on, Clustering, Mirroring etc.

 Experience with troubleshooting techniques for root cause analysis of issues.

 Experience working with monitoring tools - application performance monitoring, AIOps, or an

An equivalent tool to improve overall efficiency.

 Experience with identifying application/infrastructure risks and mitigation strategy, and the

ability to work with a team to ensure risks are mitigated.

 Experience in one or more of the following: Programming languages, Networking,

Linux/Windows, Mainframe, Middleware, Databases, cloud.

 Proficient verbal and written communication skills.

 Soft skills – analytical thinking, curiosity, continuous learning, and an improvement attitude.

Preferred Qualifications:

 Certification in ITIL, Agile is a plus

 Public Cloud certification is a plus

 DevOps knowledge for highly available IT infrastructure.

 Experience in designing and coding for automation and troubleshooting purposes across

multiple platforms and languages such as Java, HTML5, JavaScript, and .NET

 Building live production APIs and services.

 Hands-on expertise with application design, software development, and automated testing.

 Experience with relevant business domain-related functions.