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

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way.

When you join Team Amex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. Here, you’ll learn and grow as we champion your meaningful career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague share in the company’s success.

Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to our customers, communities, and each other every day. And we’ll do it with integrity and in an environment where everyone is seen, heard and feels like they truly belong.

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 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 of #TeamAmex.

Organizational Context:

The mission of the Enterprise Major Incident Management (EMIM) organization is to prevent disruptions and significantly reduce duration of impacts affecting our customers. We achieve this in partnership with American Express Technology, as well as our Business and Strategic Partners with a focus on issue detection, isolation, communication, and rapid remediation of major incidents.

EMIM’s objective is to deliver premier Bridge Management services for major incidents, supporting all applications, platforms, and infrastructure for production and non-production environments. By reducing restoration time and Business Capability impacts we can shift towards more pro-active bridge activities. We coordinate critical issue resolution through the facilitation of team decision making, communication at all levels to ensure transparency, as well as team collaboration and trust building.

Key responsibilities:

• Responsible for the planning, coordination, and execution of key initiatives within the team.
• Develop an understanding of key requirements that need engineering / development support. Act as a liaison between the Operations and Development teams to deliver valuable improvements as well as new tools and resources.
• Partner with stakeholders, both internal and external to drive continuous improvements in operational quality and performance.
• Contributes to the development of policies and procedures for the production and service support function.
• Ensures all systems of record are kept current. Directs and monitors teamwork efforts on a regular basis.
• Monitors the quality of resources by reporting on trends, issues, and achievements. Raises issues and concerns as appropriate.
• Implements production assurance practices and mentors team members where necessary.
• Understands EMIM operations and can speak to its processes and procedures.
• Able to communicate effectively about key initiatives and major incidents to various audiences including senior leaders.
• Effectively represent EMIM during retrospectives and post incident reviews.
• Facilitates the use of technical subject matter expertise and capabilities to promote the design of technical solutions and improvements.

Minimum Qualifications:

• Bachelor's Degree
• Requires knowledge across multiple business and technical environments, covering a variety of business functions and capabilities.
• Prior relevant IT work experience including systems development activity

Core Proficiencies:

Technology

• SDLC Methodologies and Practices
• System/Platform Domain Knowledge
• Adaptive Communication
• Agile Practices
• Industry and Company Knowledge
• Organizational Change Management
• Technical Acumen

Functional

• Business Risk Management
• Information Security
• Financial Management
• Governance and Reporting
• Incident Management
• IT Infrastructure
• Problem Management
• Service Level Management
• Vendor Management Processes/Policies

Leadership

• Analytical Thinking
• Decision Making
• Influence and Negotiation
• Relationship Management

Business

• Planning & Organizing
• Problem Solving
• Time management and capable of meeting targets while multi-tasking

Salary Range: $110,000.00 to $140,000.00 annually + bonus + 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 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
• 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 work arrangements and schedules with hybrid and virtual options with Amex Flex
• 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.

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.

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.

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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