Service Delivery Manager (APIGEE, DataPower, Gateways)

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 #TeamAmex, 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.

When millions of customers count on you,

It takes hundreds of critical applications and utilities to support our customers. Our Service Delivery Managers know there’s no excuse for missed availability targets, outages, or unresolved problems. So if you have the skill and the resolve to keep everything running smoothly, you owe it to yourself to look into a career with American Express.

About API Gateways-SRE Portfolio:

American Express API Gateway-SRE portfolio consists of Application Gateways such as APIGEE, IBM DataPower Gateway, Enterprise API Gateway (EAG) and Enterprise Web Proxy (EWP). This organization seeks to set the bar for these products at American Express. It is responsible for innovating, integrating, and supporting APIs for our application teams.

Job Description:

The successful candidate will be responsible for supporting critical application infrastructure Site Reliability Engineering (SRE) that includes APIGEE, IBM DataPower Gateway, Enterprise API Gateway (EAG) and Enterprise Web Proxy (EWP). The candidate should be able to drive initiatives to improve performance, availability, scalability, and resiliency. Candidate must be highly collaborative, able to efficiently connect at different levels and facilitate faster resolution and decision making.

Primary Responsibilities:

• Manage and drive several enterprise level major initiatives in partnership with multiple American Express Technology Teams and Technology Vendor partners for API Gateways-SRE team.
• Monitor and communicate the progress of the delivery and ensures timely and effective communication of the status in terms of forecast, schedule, and assessment of risks/issues.
• Drive initiatives with continuous improvements to help maintain high performance, highly scalable and resilient Infrastructure.
• Ensure platform continues to meet technology compliance and standards, lead design and implementation of major product upgrades and migrations.
• Collaborate with engineering, vendor partners and application support teams to identify underlying causes of system issues or patterns and implement solutions to improve overall system reliability.
• Communicate effectively by bringing up risks and issues in a timely manner with leadership.
• Drive adoption and streamline processes and methodologies by implementing reliability standards and practices.
• Partner with Engineering and application teams to identify the opportunities to improvise Developer Experience (Dx) and implement the solution.
• Drive continuous improvement with SRE focus to enable engineering methodologies and automations to drive efficiency.
• Identify product/tool features improvement opportunities and provide strategic recommendations.
• Acquire deep understanding of platform, provide guidance and mentorship to the team.
• Provide strong leadership to a geographically dispersed team of infrastructure engineers and effectively prioritize as situation demands.
• Contribute to People Management Strategy by helping build a strong team.
• Cultivate a highly collaborative, inclusive, strong cohesive and productive team focused on accomplishing targets in timely manner in line with overall organization strategy and goals.

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. Amex 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

Minimum Qualifications:

• A BS degree in Computer Science, Computer Engineering, or equivalent work experience.
• 10 years of hands-on experience in leading high availability system operations.
• Experience in leading mission critical applications & enterprise level initiatives.
• Good Understanding and experience working on API Gateways products such as – APIGEE and IBM DataPower Gateway.
• Basic experience working on Microservices, service Mesh, Docker, Kubernetes and OpenShift Technologies.
• Solid understanding of IT Service Management Processes (ServiceNow, Incident, Problem, Change, Performance & Capacity).
• Good Understanding of ITIL, SRE, DevOps methods and principles.
• Proven experience on Financial Services Industry is a plus.
• Experience in handling geographically dispersed team.
• Passion to learn, question status quo and think out of the box.
• Excellent written and verbal skillset.

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.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e., 2 doses for Moderna/Pfizer and 1 dose for J&J) in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.

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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.