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Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

As Engineering 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:

• 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

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

• 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

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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

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.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Job: Technology

Primary Location: India-Karnataka-Bengaluru Urban

Schedule Full-time

Req ID: 24014506