Job Details

Description

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. As part of Team Amex, you'll experience this 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.

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.

How will you make an impact in this role?

As Application Support Service Delivery director, you will be responsible for creating best-in-class runtime operations, maturing our resiliency practices, and ensuring high availability and rapid resolution for the products and services that power critical customer channels at American Express. The reliability of the products and services spanning customer channels is key to delivering quality of experience that American Express customers expect.

In this role, you will provide technical direction to ensure teams possess a deep knowledge of application flows, business logic, and system interdependencies. You will drive continuous improvement in the overall support process through automation and resiliency tools, technical troubleshooting, automated remediation, and reliable disaster recovery. You will be required to work closely with cross-functional teams across the enterprise, including Site Reliability Engineering, Mission Control, Application Development, and Product teams.

On any given day, you might:

• Oversee and directly participate in the response to major incidents on a 24x7x365 basis.

• Drive the adoption of tooling, instrumentation, automation, and application resiliency solutions across the portfolio

• Mature and implement enterprise-wide resiliency practices to ensure observability, reliability, and high availability across all digital customer journeys

• Prioritize technical excellence and continuously increase the engineering output and capabilities of the organization

• Lead application support across a complex set of customer-facing channels and journeys, ensuring a deep understanding of application and system interdependencies

• Drive continuous operating efficiency by collaborating closely with SRE and Application Development teams across the organization

• Continuously evaluate and improve the application support process, implementing best practices and driving change across the organization

• Partner with product and engineering teams to weigh in on system architecture with a focus on availability, scalability, resiliency, and customer experience

• Contribute to and implement standards for how we build, deploy, monitor, and maintain our critical systems and infrastructure

• Develop and implement best practices for site reliability, including incident management, change management, root cause analysis, and monitoring/analyzing system performance

• Collaborate with product development partners to establish non-functional requirements for new products and services

• Participate in a detailed design reviews and set standards for the organization

• Develop and maintain Service-Level Objectives and Service-Level Indicators

• Partner with peers and technology leaders across the company to establish a culture of continuous improvement

Requirements for this position:

• Bachelor’s degree or relevant professional experience in computer science or related science, technology, engineering, or mathematics fields

• Application support background with a strong focus on the customer and business

• Mastery of modern technology architecture, infrastructure, and software practices

• High comfort driving technology emergency response and recovery

• Network fundamentals and deep knowledge of private or public cloud

• Experience in identifying application and infrastructure security threats and remediating vulnerabilities

• Hands-on experience with system troubleshooting and issue triaging

• Demonstrated technical leadership and decision-making skills

• Managing complexity and driving change at scale

• Strong communication and relationship management skills at all levels

• Experience managing large teams and fostering a culture of inclusion

• Financial Services experience is required; knowledge of financial banking customer journeys and application ecosystems is a plus

Leadership

• Ability to lead a geographically dispersed team that is composed of colleagues and contractors located across the globe

• Strong interpersonal communication skills and the ability to work well in a diverse team-focused environment

• Liaise between SRE, development, Product Owners, and other partner teams to improve performance and availability

• Ability to build positive relationships with your team, business and technology partners to achieve established goals

• Ability to effectively interpret technical/business objectives and challenges and articulate solutions

• Influence and lead team members with creative thought leadership with data driven changes and improvements by challenging status quo

• Demonstrate the ability to effectively communicate to internal business clients and leadership on each facet of issue handling including (but not limited to): issue identification, service restoration, solutions to permanently resolve to ensure high levels of ongoing service etc.

• Relentless drive to innovate in process and software to better meet the needs of our customers

• Appetite for trying new things and motivating change in a large and highly matrixed organization

• Build and lead a high-performing team of engineers, providing guidance, support, and mentorship to ensure the team’s success and development

Qualifications

Salary Range: $130,000.00 to $205,000.00 annually bonus equity (if applicable) benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries

• Bonus incentives

• 6% Company Match on retirement savings plan

• Free financial coaching and financial well-being support

• Comprehensive medical, dental, vision, life insurance, and disability benefits

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

• 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy

• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

Job: Technology

Primary Location: US-Florida-Sunrise

Other Locations: US-Florida-Sunrise, US-Arizona-Phoenix

Schedule Full-time

Req ID: 25008928