Senior Manager -Tech Ops Engineering

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