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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll 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.

Organizational Context:

The Production Management organization requires a highly qualified leader who will lead the Mission Control team who are monitoring and reacting to system failures and events, as well as coordinating critical incident response across the Enterprise. While this is a leadership role, the selected candidate will need to be involved in a technical capacity to ensure that the firm's most critical systems receive world-class support.

Key Responsibilities

• Oversees the performance monitoring, maintenance, and troubleshooting of fundamental systems necessary for technology services, ensuring installations, software, hardware, operating systems, and configuration issues are properly addressed, monitored, and resolved
• Leads and mentors a global team of senior colleagues, fostering a culture of excellence, continuous professional growth, and knowledge sharing within the technology operations community
• Operate both vertically, in their domain, and horizontally, across the Enterprise, to share experience and drive excellence across the broader organization.
• Directs the development and implementation of technical service strategies to ensure alignment with the company's technology vision and business goals, ensuring scalability and iterative progress
• Identification and leadership of operating efficiency improvement as well as incident response and resolution time to continuously improve customer experience.
• Collaborate with partners and stakeholders to foster and drive the adoption of advanced solutions to operational activities, eg. AI Ops
• Develops and maintains technical service standards and guidelines in collaboration with stakeholders, ensuring optimal utilization of technology frameworks to achieve strategic objectives

Work Experience

• Experience in leading Technology Operations teams within the Financial Services and/or Payments sectors.
• Can demonstrate recent subject matter expertise in a relevant technical area.
• Significant technical experience in transaction processing and authorizations.
• Strong technical capability in Mainframe and Distributed technologies, including both Private and Public cloud solutions.
• Experience in attracting, hiring, retaining, and leading top technology delivery talent, and building high-performing teams in competitive markets
• Experience in creating and implementing robust Operational practices including Observability and Capacity Management.
• Significant experience in Major Incident response and high-pressure problem-solving situations, with Executive level communications experience.

Employment eligibility to work with American Express in the U.S is required as the company will not pursue visa sponsorship for these positions

Salary Range: $176,750.00 to $282,000.00 annually + bonus + equity (if applicable) + 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 you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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 working model with hybrid, onsite or virtual arrangements depending on role and business need
• 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.

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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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