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.
Site Services International are a team of problem-solvers, relationship managers, customer service experts, communicators, educators, technicians, analysts, engineers, project managers, facilitators, doers, thinkers and all-around helpful people.
Our purpose is to ensure that Amex workplace technology works seamlessly and effectively. We strive to put colleagues at the centre of everything we do by maintaining the smooth running of the tech infrastructure, removing tech-related barriers and points of friction whilst providing impeccable customer service.
We have a fantastic open role based in Rome, Italy for an Associate-Technology Operations Support, who will support our deployment of world class experiences for colleagues & engineering teams globally.
This role will report into the Senior Service Delivery Manager – a key stakeholder – and will have access to cutting edge tools, engage with a progressive team, whilst working in a fast-paced environment where thinking outside of the box is championed.
This role is fully on-site due to the operational key responsibilities it carries across all support tasks for colleagues, Amex infrastructure, and local team supervision.
This role may also require occasional business travel to our Milan office, as needed.
Directly oversee and control local Technology Concierge operations, including day-to-day service delivery, team capacity, workload planning, prioritisation, and effective coverage for local Digital Workplace activities.
Coordinate Health and Safety activities, representing Digital Workplace in Italy, completing training for the local “Safety Supervisor” role, and taking on selected local responsibilities in close collaboration with the Service Delivery Manager and Health & Safety Department to support local compliance requirements.
Attend local calls with key stakeholders and keep other teams aligned on Digital Workplace goals, products, support tasks, and related operational priorities.
Troubleshoot capacity and availability issues, support moves/adds/changes, and perform server software installation and configuration where required.
Ensure Service Delivery and asset management work meet agreed quality standards for documentation, reporting, process adherence, and control checkpoints.
Support problem resolution, escalations, major incidents, high-priority calls, preventative maintenance activities, and local Crisis Response Team (CRT) coordination when required.
Contribute to continuous service improvement by maintaining standard methodologies, knowledge repositories, and draft knowledge management articles for QA with resolutions and workarounds.
Perform core technical duties to support infrastructure implementations, deployments, and technologies related to dynamic infrastructure platforms.
Contribute to the creation of technical design and implementation documentation.
Participates in test planning and execution.
Fix infrastructure compatibility issues based on system architecture, project requirements, customer expectations, etc.
Recognize opportunities to embrace innovative technologies.
Interact with members of other technical teams to ensure customer issues are dealt with thoroughly and effectively, including occasional coordination or on-site support for other technology pillar interventions when required.
Record, track and update call information on a service management tool
Ensure the quality and timely repair of the devices as per the Amex Asset guidelines.
Plan and support streaming events.
Manage the local stockroom, ensuring accurate inventory control, storage, and availability of workplace technology assets.
Act as Third Party Relationship Manager for local Digital Workplace vendors, supporting vendor governance, coordination, and service performance.
- 3-5 years of hands-on experience in similar role with a variety of operating systems & network protocols
- Proficiency in English and Italian, with the ability to write clearly and communicate verbally in an understandable and effective manner.
Specific technical knowledge of Windows and/or IOS
Expert Active Directory and Group Policy knowledge
Expert Windows OS skills and knowledge
Expert MAC OS skills and knowledge
Excellent Android/Apple iOS skills and experience with MDM and JSS
Expert Knowledge of Office 365 centralized deployments and release management
Basic knowledge of corporate network topologies
Basic knowledge of Firewalls and VPN technologies
Experience in use and support of EUC applications and enterprise EUC management toolsets
Experience of deploying and support of desktop images and applications to enterprise managed EUC estates
Preferred Qualifications:
- University Degree in Computer Science, Information Systems, or another related field
Microsoft & Apple Accreditations
WSUS patching and remediation experience.
Employment eligibility to work with American Express in Italy is required as the company will not pursue visa sponsorship for these positions.
Applicable National Collective Bargaining Agreement: Terziario, Distribuzione e Servizi
Salary Range: €48.000 to €72.000 annually + bonus + benefits
The advertised salary range is based on full-time employment and will be prorated for part-time roles.
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.