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

• 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.