Senior Manager-Tech Ops Engineering

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, youll 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.
Join Team Amex and lets lead the way together.

As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers’ digital lives.  Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems.  American Express offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source.  And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development.  Find your place in technology on #TeamAmex.

As Sr. Manager, Tech Ops Engineering (Product Management Engineering) for Enterprise Integration platforms (including APIGEE, Enterprise Web Proxy, Enterprise API Gateway, Choreo, Secure File Transfer etc), 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 digital customer channels at American Express. The reliability of the products and services spanning these digital 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:

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

• 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 American Express digital customer journeys and application ecosystems is a plus
  
  

• Relentless drive to innovate in process and software to better meet the needs of our customers
  
• Ability to build and maximize positive relationships with team, business, and technology partners
  
• Experience working in a distributed team model and collaborating with remote team members
  
• Appetite for trying new things and motivating change in a large and highly matrixed organization
  
  

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• 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