About The Role

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.

Key responsibilities may include

Execute strategic plans for technical service delivery, aligning with business objectives, priorities and resource allocation
Drive the adoption of new and innovative technologies, best practices, and methodologies across teams, foster a culture of excellence, collaboration, and continuous improvement
Direct the implementation of system upgrades, updates, and backups, ensure the maintenance of hardware and software systems, and lead the management and maintenance of network infrastructure
Lead Major Incident bridge calls, incident resolution, stakeholder communications and escalations management
Lead the maintenance of comprehensive documentation of system configurations, procedures, and troubleshooting steps, and generate detailed reports on system performance, incidents, and resolutions
Direct complex technology projects and initiatives, contribute to the development of advanced operational policies and procedures, and identify areas for improvement
May or may not oversee and mentor a team of technology operations colleagues, enabling a culture of continuous learning, growth opportunities, and inclusivity for all individual colleagues and teams
May or may not provide direct leadership and coaching to technology operations teams, supporting training and development of best practices
May or may not manage resource allocation for technical service delivery, ensuring alignment with organizational goals
May or may not collaborate with senior leadership to hire top talent for the technology operations team, ensuring a high-functioning and cohesive unit, implementing strategies for talent retention and professional development
Collaborate and co-create effectively with teams in product and the business to align technology initiatives with business objectives

Minimum Qualifications

Bachelor's degree in Computer Science, Computer Engineering, and/or comparable experience. 8+ years of varied experience in software engineering or service delivery.

Knowledge of network protocols and technologies
Knowledge of scripting languages (e.g., PowerShell, Python) for automation tasks
Experience in cloud administration, IT asset management and automation tools and / or Site Reliability Engineering (SRE) in a technology or financial services organization
Experience in leading and mentoring technology operations teams
Expertise in management of multiple technology operations teams within a technology environment with a strong knowledge of relevant technologies
Experience in managing and maintaining technology infrastructure, including servers, networks, and cloud services
Experience in system administration, network configuration, and troubleshooting
Experience in technology operations work
Experience leading Major Incident bridge calls, associated communications to stakeholders, escalation management and driving incident resolution

Preferred Qualifications

Certification such as CompTIA A+, Network+, or Security+ 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.