21/12 American Express Recruitment Team
Recruitment Team at American Express

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American Express - Director - Service Delivery (10-15 yrs)

Gurgaon/Gurugram Job Code: 646723

Job Description :

Provides leadership for and delivery of ongoing availability and system performance of production services and associated environments. Ensures that service performance and customer experience requirements are met or exceeded through adoption of modern support process, tools and technology. Leads strategic planning and continual improvement practices around highly available, resilient, predictive, automated and resource efficient technology platforms.

Responsible for people leadership of 3-4 production support engineering teams. Each team blended with vendor and internal resources of up to 10 team members.

Support Engineering :

- Ensures their teams successfully support seamless business services through excellence in application performance and highly available environments.

- Drive ongoing enhancements to skills, tools and processes to produce highly effective and efficient resource utilization

- Ensure critical environment and service data is the foundation for strategic prioritization and is continuously available to peers and partners

- Engage with continuous delivery and continuous improvement teams and processes to ensure ongoing inclusion of non-functional requirements and service assurance best practices

- Collaborate with development partners to ensure frictionless and automated change to the production environment through risk mitigating deployment practices and architecture

- Ensure adherence to critical compliance, ITSM and disaster recovery methodologies and processes

- Promotes predictive analytics focused on preventing customer impacts, identifying deviation from expected performance and reduction in technical debt

Leadership :

- Thought leadership/creative problem solving to challenge the status quo and drive progressive improvement

- Cultivate an environment of continuous engineering improvement through mentoring, feedback and metrics

- Promote and support adoption of new technology, agile improvement and a culture of ingenuity and appropriate risk taking

- Ensure alignment of strategy, process, tools/methods with development and operational peers to execute support roadmaps

- Develop strong working relationships with executive leaders, business partners, and stakeholders in order to achieve results and enact wide-scale impact across the enterprise

- Champion the resolution and elimination of non-application issues (3rd party upstream issues, infrastructure issues, storage, database, network, file transfer etc.)

- Collaborate with Global Infrastructure, Development and 3rd party Supplier partners to manage the day-to-day operations that ensure optimal performance, quality and availability of technology platforms

- Lead cross -platform, technology and department efforts to ensure alignment towards a singular goal of customer journey/experience based service support.

Qualifications :

Experience :

- 10+ years leading support for large, complex, cross-functional environments

- Experience in a broad range of software development and operations technologies such as Infrastructure, virtualization, load balancing, containers, JVMs, web servers, application debugging, queueing technologies, caching technologies, databases, routing and switching, etc.

- Prior relevant technology and business/industry work experience including extensive hands-on experience in architecture design and deployment, systems life cycle management, infrastructure planning and operations

- Bachelor's Degree in computer science, computer science engineering, or related experience required; advanced degree preferred

- Proven experience attracting, hiring, retaining and leading top engineering talent

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

High-performing Behaviors :

- Combine technical expertise, a continuous improvement and automation mindset, with a foundation in systematic and rational root cause analysis to drive opportunities to make things faster and better

- Customer Focused - Does what is right for the customer

- Be a change agent and willing to challenge status quo while helping to drive the necessary changes

- Drive innovation in processes, software, and open source to meet the needs of the customer

- Proven ability to effectively resolve conflict

- Ability to influence management matrix in order to achieve outcomes without direct responsibility

Knowledge/Skills :

- Knowledge of financial industry standards and business practices

- Ability to build and leverage strong relationships with your team, business and technology partners

- Understanding of multi-tier application architectures and support of service virtualization, API based data journeys and private/public cloud based environments

- Understanding monitoring and logging technologies, including complete event driven ecosystems and time-series or machine-learning concepts from a product owner and customer experience perspective

- Comprehensive theoretical and practical understanding of support-based automation, self-healing and first touch response process and technologies

Technology Core Competencies :

- Adaptive Communication

- Agile Practices

- Industry and Company Knowledge

- Organizational Change Management

- Technical Acumen

- Technology Industry Trends

Game Changers :

- Adaptability

- Collaboration & Teamwork

- Continuous Improvement

- Courage

- Curiosity

- Ingenuity

- Servant Leadership

- Tenacity

Role Core Competencies :

- Emerging Technologies

- Programming languages and frameworks

- Programming/Software Development

- ITIL/SDLC Methodologies and Practices

Functional :

- Business Analysis

- Data Analytics

- IT Infrastructure

- Network Support

- Release & Deployment

Leadership :

- Analytical Thinking

- Builds High Performing Teams

- Coaching and Mentoring

- Decision-Making

- Executive Presence

- Influence and Negotiation

- Strategy Formulation

Business :

- Facilitation

- Problem Solving

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