Engineering Director

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 shares 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.

Join #TeamAmex and let's lead the way together.

The Loyalty & Benefits Platform is part of the larger Enterprise Platforms Center of Excellence where product, engineering and delivery resources have been organizationally brought together to improve speed to market and further unlock value across core capabilities.

We are on a journey to create world's best loyalty & benefit experiences for our customers with a team of energetic and passionate talents using agile practices to build highly available, nimble, extensible & modern platform for loyalty, R42.

The Engineering Director will lead a set of highly talented, transformational, and dynamic engineers in the platform operation, devops and production support activities. This leader will be responsible for daily Production Support functions for all GLB applications and will work on to ensure that all incidents related to the supported applications are resolved in a timely manner. The resource will ensure functioning of the production environment with the view to maintain stability and control. The ideal candidate is a change agent with a strong software engineering background, which will take a hands-on approach to leading teams of incredibly talented smart creatives in continuing to strengthen, stabilize and simplify our modern and classic applications, while delivering tangible value to our business stakeholders on an ongoing basis.

This leader will be responsible for creating the strategy to improve quality and transform our production support model by partnering and collaborating with domain engineering teams, SRE and Devops team and product leadership team.

Key Accomplishments:

• Play an active role in the continuous enhancement of our product engineering culture by inspiring, guiding, and enabling a group of highly talented and engaged smart creatives.
• Take a hands-on approach to advancing the modernization and transformation of our Global Loyalty Enterprise Platform, while driving innovation across the overarching Enterprise Platform.
• Provide front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues
• Solve production down situations under tight SLA deadlines
• Root cause and problem resolution follow-up
• Debug and fix production issues by analyzing code, complex queries & stored Procedures
• Provide L1 support 24x7
• As a part of L2 support team provide stand-by out of hrs support on rotational basis for production system
• Look for efficiency improvement in productivity savings. Drive and live by the culture of innovation resulting in highly efficient team and improving operational efficiency.
• Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades.
• Communicate with leadership and dev teams the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, proactively identify cross functional or technical issues
• Interact with channel and consumer of loyalty applications and demonstrate empathy to situations and challenges
• This is a great opportunity for someone with good project management skills and can demonstrate flexibility
• Strong business acumen, communication and presentation skills

As part of our diverse tech team, you can architect, code and ship software that makes usan 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.

• 5+ years of relevant IT experience (SDLC / Agile, Production Support)
• Proven expertise in Java/J2EE, Kafka, MQ, and Golang
• Experience of handling various production support roles (technical - L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools
• Experience troubleshooting, analysis, research and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk
• Experience with Real-time restoration, triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period
• Ability to assess initial severity, gather impacts, creates tickets, engage necessary support teams, and escalate as necessary to ensure timely restoration
• Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
• Ability to suggest, implement ideas for enhancing the customer experience and implement best practices for cost saving
• Flexible to work for extended hours and on weekends as needed to handle high priority issues
• Must be willing and able to express new ideas, concerns and opinions directly to wider team in team meetings face-to-face and via remote-working tools
• Ability to deal with complex information, processes and relationships to derive a simple solution
• Good ability to navigate ambiguity and quickly establish credibility
• Excellent spoken and written English complete with clear oral communication skills

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.

US Job Seekers/Employees - Click here to view the "EEO is the Law" poster and supplement and the Pay Transparency Policy Statement. If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

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.