This inclusive employer is a member of myGwork the largest global platform for the LGBTQ business community.

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.

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.

American Express 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 of #TeamAmex.

The Chief Technology Officer Organization’s vision is to raise the bar for technical excellence, talent, strategy, and standards across Technology.

It also seeks to cultivate and foster technical innovation, as well as elevate and amplify the technical heartbeat of the organization.

A hands-on role responsible providing and ensuring the best digital experience for the senior leaders at American Express.

Will leverage a broad range of technical and interpersonal skills to provide both guidance and advanced technical support to both clients and function as an escalation point for peers.

Ensures that incidents and problems are properly managed by classifying, prioritizing, resourcing, and remedying. and that.

Using data, implement identify trends and implement preventative measures to avoid reoccurrence. Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.

Monitors and reports all outages. Communicates effectively to both customers and Peers.

• Central point of contact for Senior Leadership requiring guidance or assistance in resolving problems.
• Carries out hands-on troubleshooting and problem resolution of end user computing devices and software.
• Root cause analysis and determination.
• Manages various vendor relationships with both local and global vendors to ensure long-term, mutual benefit.
• Originate and partake in special projects and ensure efficient delivery and completion.
• Provides mentorship and coaching to colleagues in other Service Delivery roles in order to upskill the larger team.
• Constantly looks outward at the larger market, and toward the future, to ensure a competitive practice.
• You will plan, assign and lead efficient usage of resources for a wide range of initiatives.
• Monitors, controls and reports on Service Delivery initiatives.
• Monitors problem, change and incident queues, implementing compliance with capability, root cause analysis and change quality targets
• Directs Service Delivery resources in the resolution / prevention of problems where necessary. Prevention includes ensuring the proper performance monitors are in place for critical applications
• Monitors the quality of any vendor resources by reporting on any trends, issues and achievements and raising issues where appropriate
• Implements automation and efficiency practices
• Ensures partners / vendors meet the metric targets for problem resolution and addressing issues
• Provides feedback into vendor contract review process
• Facilitates the use of technical subject matter authority capability to promote design of technical solutions / improvements
• Assists in quality assessments by supporting quality rating measures on key changes
• Adds to the development of policies and procedures for the production and service support function
• Delivers ITIL (Information Technology Infrastructure Library) compliance process conformance

Education & Experience

• Prior relevant IT work experience including high touch executive support and systems support and development.
• Experience managing vendors, outsourcing to third parties.
• Prior experience in project management is a plus

Knowledge & Skills

• Bachelor's Degree in Computer Science, Information Systems, or other related field
• Requires knowledge across multiple business and technical environments, covering a variety of business functions and capabilities
• Understanding of data analysis, using data to drive decisions and discussions.
• Requires leadership skills, including the ability to give, receive, and solicit constructive feedback.
• Requires excellent communication skills, as this role requires interaction with senior leaders, colleagues, vendors, and others, regularly.
• Technical or UX writing experience is a plus.

Competencies

Technical

End user computing hardware and devices (PC, Mobile, printing)

• End user computing applications (eg. MS Office Suite)
• End user computing operating systems (Windows & Mac)
• Networking
• Knowledge of Audio Visual technologies
• Knowledge of high profile event support (Board Meetings)
• Programming Languages and Frameworks
• SDLC Methodologies and Practices
• System / Platform Domain Knowledge

Functional

Data analysis

• Root cause analysis
• Business Risk Management
• Information Security
• Financial Management
• Governance and Reporting
• Incident Management
• IT Infrastructure
• Problem Management
• Service Level Management
• Vendor Management Processes / Policies

Salary Range : $110,000.00 to $190,000.00 annually bonus benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

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
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

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.

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.

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Last updated : 2024-06-04