Senior Infrastructure Engineering Manager

You Lead the Way. We’ve Got Your Back.

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.

How will you make an impact in this role?

Responsible for leading the day to day Operations Centre for Digital Workplace Collaborations in India. Actively provide people leadership to a 24/7/365 working team of people. Will work to provide robust, standardized, scalable and efficient support across a vast range of products used by virtual and hybrid working front and back office Colleagues across the globe.

Will work with a variety of collaboration Product teams and Engineer leads to identify the support needs, including analysis of application and technical infrastructure requirements.  Will support initiatives that deliver end-to-end support that align with AXP Technology standards and deliver highest availability through the latest observability and availability practices.  Responsible to provide technical knowledge and people leadership through fostering growth and development.

This role will be a member of an infrastructure engineering team reporting to an Engineering Director, span of control of 40+ team of contractors and will share responsibility with other Operations people leaders.  Will be an extended member of product and operations engineering team.

Role to be based in Gurgaon.

Key Responsibilities:

Engineering:

• ·       Maintain customer and employee relations and perceptions towards the Collaboration Operations team
• ·       Will work in a shift pattern as required to provide 24/7/365 support to the Operations team and our AXP Colleagues
• ·       Perform on-call support functions
• ·       Frequent partnership touchpoints with lead managers and engineers across the Collaborations organization
• ·       Support the engineering team’s product and infrastructure changes
• ·       Identify and implement observability and availability solutions
• ·       Partner with product managers and engineers to identify prioritization of operations needs
• ·       Ensure operations technical documents are created, centralized and maintained up-to-date
• ·       Provide internal analysis and support to ensure proper criticality during outages or periods of degraded system performance
• ·       Ensure issues are identified, tracked, reported on and resolved in a timely manner
• ·       Create baseline key performance indicators, define operations metrics
• ·       Responsible for standardization of Incident, Change and Metric collection
• ·       Assess, analyse, develop, document and implement changes based on operations needs
• ·       Manage product vendors effectively to ensure they adhere to the contracted SLA’s and support terms and conditions
• ·       Ensure knowledge and adherence of the change management process

Leadership:

• ·       Promote, empower, and practice servant-leadership
• ·       Drive the team’s technical improvements
• ·       Take accountability for the technical maturity of the team
• ·       Resource efficiency and succession planning
• ·       Lead continuous improvement through shared experiences and lessons learned
• ·       Lead and encourage fresh operations innovation
• ·       Mentor and guide team members to success.  Identify strengths and areas for growth
• ·       Provide lead support and direction to the team for the overall health and maintenance of all products
• ·       Influences without authority, is innovative, problem solves with minimal guidance
• ·       Contractor hiring/onboard
• ·       Integration of new staff / processes
• ·       Provide Process and Product Training for L1/L2/L3 resources
• ·       Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow
• ·       People leader with shared responsibility of a high functioning Operations team reporting to a Director
• ·       Responsible for the infrastructure and product supportability
• ·       Leads and mentors team responsible for the availability of the collaborations products
• ·       Integral role in improving robustness, availability and efficiency across collaborations products
• ·       Accountable for leading a team and the delivery of high quality performance
• ·       Partner with product managers and engineers to identify product operations needs
• ·       Responsible to build strong collaboration with AXP leadership at different levels to address opportunities/needs and present team performance
• ·       Work with the Engineering Director to hire and retain top talent for the team

Qualifications

• ·       8+ years of experience with systems analysis/programming, incorporating design methodology, Infrastructure operations support or engineering

  ·       Hands-on experience with a variety of software languages, operating systems, or network protocols

  ·       Appreciation of Agile or other rapid application development methodology

  ·       Bachelor’s or Master’s Degree in computer science, computer engineering, or related field required; advanced degree preferred

  ·       5+ years leadership experience.  Proven strategic mindset, strong people leadership skills with proven track record of leading through influence

  ·       Proven experience in ITSM process

  ·       Ability to work with Engineers, Product Vendors to identify root cause and short/long term fixes

• ·       Experience with Telecom, SIP, VOIP

  ·       Some experience supporting iOS and Android applications

  ·       Specific technical experience working with one or more of the following areas: VMWare, Unix, Citrix, Linux, Solaris, Windows, Z/OS, Junos, IOS, etc.

  ·       Core knowledge of platform delivery methodology (Agile, Scrum, Agile XP, TestDriven Development, Waterfall, etc.)

  ·       Cisco Collaboration Tools eperience (WebEx, Video Endpoints, Jabber, Spaces, Calling)

  ·       Audio Visual Engineering experience

  ·       Basic understanding of an enterprise technical dataflow (how traffic gets from laptop out the proxy to the SaaS vendor)

  ·       Out of the box Slack capabilities.  Reporting and Administration (not tenant but channel/workspace level), Workflows

  ·       OneDrive/Shared Libraries/SharePoint

  ·       Network-attached Storage Devices

  ·       Understanding of guest users and external sharing within M365

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 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• 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

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.