Digital Workplace Collaboration Leader

3 weeks ago

Gurgaon, Haryana, India American Express Full time

About American Express


We are a global and diverse community of colleagues with an unwavering commitment to back our customers, communities, and each other.


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 powerful backing promise to provide the world's best customer experience every day.


Salary & Benefits


We offer competitive base salaries, bonus incentives, comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location). You can enjoy flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need.


About the Role


This is a key position within the Digital Workplace Collaborations organization, responsible for leading the day-to-day operations of our India-based Operations Centre. As a leader, you will actively provide people leadership to a 24/7/365 working team of people and 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.


Responsibilities


The successful candidate will be expected to:



  • Maintain customer and employee relations and perceptions towards the Collaboration Operations team
  • 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, analyze, 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
  • 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

Qualifications


You should have at least 8 years of experience with systems analysis/programming, incorporating design methodology, Infrastructure operations support or engineering. Hands-on experience with various software languages, operating systems, or network protocols is necessary. Appreciation of Agile or other rapid application development methodology is preferred. You should also hold a Bachelor's or Master's Degree in computer science, computer engineering, or a related field. At least 5 years of leadership experience with a proven strategic mindset, strong people leadership skills, and a proven track record of leading through influence are essential. Experience with Telecom, SIP, VOIP, and specific technical experience working with one or more of the following areas: VMWare, Unix, Citrix, Linux, Solaris, Windows, Z/OS, Junos, IOS, etc., are beneficial.


About Us


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.

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