Job Description

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. We’ll support you with an open environment and learning culture to grow your career. Role: Service Delivery Manager Job function roles: Bridge, Scribe and Communications Management Enterprise Major Incident Management (EMIM): The mission of Enterprise Major Incident Management (EMIM) is to prevent disruptions and significantly reduce impacts to our customers. EMIM drives continuous improvements in partnership with the Technology, Business, and other Strategic partners with focus on early detection, isolation, faster circumvention of major incidents and providing real-time updates to Sr. leadership / other stake holders. Service Delivery Manager Role Description: Service Delivery Manager - EMIM is responsible for managing, governing, and driving enterprise level major Incidents effectively ensuring world class experience with creative thinking and a continuous improvement mindset. The Service Delivery Manager is primarily responsible for managing the entire shift and lead all incidents reported during the shift, driving results from EMIM team through regular coaching and mentoring, monitoring performance of EMIM members on bridges, ensuring high quality of comms being published, etc. The Service Delivery Manager is expected to get well versed with below specified functions within the EMIM team to be able to lead, engage and step in to take charge of the situation when situation demands:

• Bridge facilitation: Facilitating, governing, and driving Technical Restoration Bridges for variety of major incidents in partnership with multiple American Express technology teams.
• Communication function involves understanding and documenting real time business impacts, determining incident priority based on business impacts and publish real-time updates to Sr. Leadership and other stakeholders.
• Scribe function involves monitoring all incoming bridge requests, allocating a bridge, paging/ escalation and point-in-time documentation of all key discussions and activities during the incident.

Responsibilities:

• As a Manager on Duty/Shift Lead, Manage and drive different enterprise level major incidents and related real-time communications in partnership with multiple American Express Technology teams, Business partners and other Technology Vendor partners
• Perform timely engagement and escalation to required technical teams and leadership
• Review point-in-time service disruption notifications as per EMIM processes/ procedures and ensure those are timely published in a highly quality manner
• Effective coordination across EMIM team, Director-on-Duty (DOD), Sr. Leadership and other stake holders
• Ensure effective implementation of any changes to operational processes and procedures
• Ensure documentation of EMIM processes and procedures is always UpToDate
• Identify and drive process improvement and automation opportunities within EMIM
• Demonstrates very good thought leadership, creative problem-solving and effective decision-making skills to challenge the status quo
• Assist leadership with proactive alignment of any strategy, processes, tools /methods with all the stake holders to progress on our roadmap
• Ability to upskill and develop team through regular mentoring, feedback and trainings

Critical Factors to Success:

• Strong ability to manage, govern and drive diverse and complex major Incident bridges and related communications across different technical towers, portfolios, and applications
• Good experience in service management, diverse technology understanding, and awareness
• Ability to drive technical troubleshooting discussions towards a faster circumvention
• Strong verbal and written communication skills to draft high qualitative executive updates
• Good at situational leadership and ability to work and coordinate priorities well under pressure

Education & Experience:

• Past Experience:
• 7+ years of experience in technical troubleshooting & major incident management, in one or more roles such as Technical support, IT Help Desk, Service Desk, IT Operations, DevOps, Application Support and/or Production support
• Prior experience in enterprise level major incident management with excellent verbal and written communication skills and proven experience in driving process improvements
• Experience of leading or supervising a team is a plus

Academic Background:

• Degree in Bachelor of Engineering/Technology

Technical Skills/Capabilities:

• Good knowledge in one or more of the technology platforms (OS, Network, Storage, Software development & support, Virtualization, Backups & Restores, or Programming languages)
• Added advantage for applicants with Specialization/Certification in one of technical domains such as CCNA, CCNP, MCSA, ITIL, Service management
• Well versed with Ticketing tools such as ServiceNow, technology monitoring tools such as Splunk, Dynatrace etc

Leadership Behaviors / Capabilities:

• Ability to define what winning looks like, put enterprise thinking first, be a good team player with an ability to build the best team culture, seek & provide coaching, communicate frequently, candidly & clearly, make decisions quickly, make collaboration essential, strong analytical and problem-solving skills with very good understanding of meeting or exceeding customer expectations

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. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.