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Job Information

American Express Director Service Delivery - Enterprise Major Incident Management in Phoenix, Arizona


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.

Organizational Context:

This role is charged with managing the existing, critical incident response Enterprise Major Incident Management (EMIM) operations for American Express. This responsibility includes collaborating and partnering with the entire organization to ensure incidents with potential or actual significant impact to business are dealt quickly and efficiently, to avoid or minimize the disruption. As a leader you will play a meaningful role in assuring production stability and restore normalcy through ensuring consistency with IT service management processes. Manage operational support for critical components and platforms new products being launched across market segments.

The Director of Enterprise Major Incident Management (EMIM) is expected to collaborate with all Technology, Product Owner, Business, and strategic partner groups to restore normal service operations in the event of degradations and disruptions. Our purpose is to minimize the impact on business operations and ensuring levels of service quality are maintained for all platforms and business processes within American Express. EMIM drives continuous improvements with focus on issue detection, isolation, communication, and rapid remediation in collaboration with partners.

American Express is embarking on an exciting digital transformation driven by a dynamic team of collaborators and top talent. This group is forward-thinking and creative with the power to shape our Technology and Product roadmap. If you have the talent and desire to support delivery operations of innovative products and services at a rapid pace, serving our customers seamlessly across the globe through various channels.

Key responsibilities:


Lead a global service organization responsible for all critical incidents impacting the business. Direct incident crisis response and drive remediation actions. Effectively navigate the organization to identify and engage teams required to resolve outages.

Facilitate live outage calls, collect findings from authorities, detail action items, assign owners/time frames, and follow-up on status.

Maintain relationships with Technology and suppliers to ensure service levels are monitored and followed, as indicated in terms of agreement. Ensuring consistency with Availability Management processes and continuously focus on improving the incident management process.

Monitor team’s productiveness and work with Business Unit Partners to identify, quantify and communicate business impact. This includes improving process efficiency, through automation, as appropriate.

Ensure communications are shared with stakeholders at regular intervals in a timely fashion. Concisely detail and summarize the impacts of an event, at an Executive level.


Excellent verbal and written communication and facilitation skills. Resolution driven towards committed problem solving.

Lead the career development and engagement of their team, including mentoring, succession planning, regular feedback, retention efforts, and talent acquisition. Identify and implement strategies to attract and maintain a highly skilled and engaged workforce. Cultivate an environment of continuous engineering improvement through mentoring, feedback, and metrics.

Define success and put Enterprise Thinking first. Demonstrates thought leadership, creative problem-solving and effective decision-making skills to challenge the norm. Do what is right for the customer.

Drive and cultivate the mentality of continuous improvement across teams. Support adoption of new technology, agile enhancements, and attitude of calculative risk-taking capability.

Ensure proactive alignment of any strategy, processes, tools, and methods with all stakeholders to progress on our roadmap.

Be a change agent, with a consistent track record in conflict resolution, ability to influence, good collaboration skills, mentorship, standout colleague.

Ability to work in a multi-functional, matrixed, and diverse workforce environment.

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.

In order to work in or visit any of our offices in the United States, we require colleagues to be fully vaccinated against COVID-19.


A bachelor’s degree in Computer Engineering, Computer Science, Information Systems, or proven background in technology and equivalent experience.

10 years of hands on experience in leading large scale IT operations with specialization in Major Incident Management, Problem Management, Performance Management and Data Analytics.

5 years of experience with infrastructure or application design, architecture, working with on-premise and cloud technology environments, or supporting the design of large architectures/data center migrations, including extensive resilience and recovery experience in one or more large organizations with a sophisticated technology footprint.

Solid understanding of current technologies (servers and virtual systems, networking, storage, database administration, software development process, replication strategies), and how these technologies are optimized in an effective architecture strategy, including experience in technology resilience.

Good communication and mediation skills combined with an ability to do so effectively across all levels in the organization, including senior leadership. Skilled at capturing complex technical information and translating it into clear communications for a variety of audiences.

Self-motivated with the ability to combine outstanding problem-resolution and critical thinking skills, with a collaborative approach to solving business problems.

Clear ability to adjust quickly to shifting priorities, multiple demands, ambiguity, and rapid change.

Specialized knowledge:

Prior relevant experience and knowledge in technology and business domain with strong hands-on experience in application, infrastructure planning and operations management including architecture design, deployment, systems life cycle.

Good experience and awareness of a broad variety of technology verticals and platforms such as Infrastructure, Virtualization, network, storage, databases, distributed, cloud and mainframe platform.

Experience in SRE, DevOps, new/emerging technologies, AI/ML, technology quality frameworks, ITIL / SDLC methodologies / practices.

Experience with Scrum, Kanban, or another Agile application development methodology

Knowledge of CI/CD, system testing, test automation. Experience in infrastructure, application monitoring, platform stabilization and service performance a plus.

Demonstrable experience in talent management, attracting, hiring, retaining, and leading highly skilled teams and team members.

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.

Job: Technology

Primary Location: US-Arizona-Phoenix

Schedule Full-time

Req ID: 22001173