Service Delivery Manager
2 weeks ago
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 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 share 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.
Enterprise Identity SRE/App Support
Enterprise Identity is the gateway to American Express online experience. We at Enterprise Identity SRE/AS partner with Product, Engineering, & Program teams in building online identity capabilities, that leaves a lasting world class experience with our customers. Enterprise Identity SRE/AS team focusses on high availability, resiliency and stability of mission critical capabilities that involves American Express Logon, Open Authorization for Open Banking, SORs for product agnostic customer identities like Product Registry, Profile and Secondary Authentication systems like One Auth, AuthN+ and Verification Services. With focus on high availability, upwards of 99.99%, the team operates 365/24/7 from US & India providing coverage using follow the sun model.
How you will make an impact in this role?
Enterprise Identity Site Reliability Engineering (SRE)/Application Support is responsible for collaborating closely with Engineering & Product Team for product capability releases, integrations, testing and 24x7 Application Support for current platforms & new capabilities enabling Identity and Access Management for American Express customers. Enterprise Identity SRE/AS team supports critical American Express Identity and Access Management applications/platforms thereby enabling customers to seamlessly authenticate and authorize for accessing online resources.
As a Service Delivery Manager, you will lead a team with external perspective in ensuring high availability towards reduced MTTD & MTTR, implementing resiliency features, automate towards efficient operations and pave the pathway to world class production support for Enterprise Identity Capabilities.
Responsibilities
Actively participate and contribute to achieving SRE/App Support organization’s vision, mission and strategy from Enterprise Identity perspective Lead a team (around 8-10 members) of highly talented Application Support Engineers. Be the Subject Matter Expert (SME) for all components of Enterprise Identity. As SME, guide and mentor the Application Support Team. Actively participate in resolution of production incident. Actively participates and leads the team during incident resolution process. Provide status of incidents, preventive solutions and resolutions to the SRE Director. Drive and reviews root cause analysis and resolution of problems. Participates in the development and deployment of preventive maintenance procedures. Contributes to the team's strategy to meet the agreed quality standards of delivery, documentation and reporting. Participates in Disaster Recovery Testing strategy & planning. Participates with the product engineering and delivery & integration teams via Retrospectives/Post implementation reviews to ensure quality standards are adhered to during development and implementation. Compliance to NFR delivery during any feature or product releases. Contributes to continuous service improvement by maintaining standard methodologies and knowledge repositories.Minimum Qualifications:
Bachelor’s degree in computer science or related field. 5+ years of expertise in designing, developing, managing system automations and AI operations systems. 5+ years of knowledge in project and process management. 5+ years of knowledge in languages, such as Python, Java, Ruby, and PERL. Experience with web application development using Javascript, HTML, Node.JS, REACT, ANGULAR, SPRINGBOOT. Experience in cloud technologies using Openshift or any other major product. Experience in managing JIRA in an Agile environment. Observability - 5+ years experience with Logging, Traceability, and Metrics 3+ years experience with automation and automation tools 5+ years experience in building resiliency and reliability with software products and systems.Preferred Qualifications:
Experience with any server and application performance monitoring tools (Ex – Splunk, ELK Stack, Grafana, Prometheus, Dynatrace, or any other open source tools). Experience in Open-source technology like JWT concepts, Open Tracing, Open Telemetry. Experience in cloud technologies using Openshift or any other major product. Demonstrated experience working in large, complex systems environments. Good understanding on Information technology service management (ITSM) concepts. Prior experience as a site/systems reliability engineer. Proven knowledge in full stack design and development. Proven knowledge and experience in building high resilient, high available large scale distributed environment and highly resilient systems.A passion for performance excellence and engineering approach.
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 opportunitiesAmerican 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.
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