Engineering Director - Web & Mobile Application Support

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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 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 on #TeamAmex.

As Engineering Director for Web & Mobile Application Support, 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 digital customer channels at American Express. The reliability of the products and services spanning these digital 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
• 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.

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 American Express digital customer journeys and application ecosystems is a plus

Also critical to your success:
• Relentless drive to innovate in process and software to better meet the needs of our customers
• Ability to build and maximize positive relationships with team, business, and technology partners
• Experience working in a distributed team model and collaborating with remote team members
• Appetite for trying new things and motivating change in a large and highly-matrixed organization

Salary Range: $170,000.00 to $255,000.00 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 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 working model with hybrid 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.

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 work in a hybrid model (combination of in-office and virtual days).

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

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