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.

Millions of customers depend on our infrastructure, we depend on you.

The success of our entire company rests on our systems and people. Our Infrastructure team know that delivering on that promise takes a robust, scalable, and efficient team.

American Express Managed hosting team is responsible for design/build of critical Load balancing Infrastructure to support hundreds of applications across AXP. The Program Manager will be responsible to establish and deliver best-in-class Midrange Server services and associated operational processes. This includes ensuring build, migrations, uplifts, service levels, key performance indicators and operating level agreements are defined and attained. This role is responsible for working closely with hosting and Engineers and Architects, application development teams, storage and network partners, ITSM process owners, vendors and production support teams to ensure business objectives are met. The best solution isn't built in a day or even a year and it's certainly not built without a team. The ideal candidate will have a strong experience on project management and proven ability to bring teams together. Here's just some of what you'll do:

• Tracks and manages dependencies for project deliveries
• Breaks down barriers impeding the team from making progress against sprints and deadlines
• Manages and escalates risks, issues, and changes
• Experience across the product/project management lifecycle for enterprise products or services
• Engages with Product Owner, Business Stakeholders, and delivery team to understand Business needs and facilitate identification of appropriate solutions
• Partner with various teams and stakeholders to drive project governance & Operational readiness
• Work with extended teams across the globe
• Excellent communication skills (presentation, verbal and written)
• Proven record of successful delivery of company-critical projects
• Establishes key operational performance metrics to monitor and manage projects
• Executes service delivery projects to improve availability, and enhance customer experience
• Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
• Contributes to the development of policies and procedures for the production and service support function
• Leads efforts to build and operate performance management framework across all partner and delivery channels
• Interface with operations teams for successful transition and post build support

As part of our diverse tech team, you can architect, code and ship software that makes usan essential part of our customers' digital lives. Here, you can work alongside talentedengineers in an open, supportive, inclusive environment where your voice is valued, andyou make your own decisions on what tech to use to solve challenging problems. Amexoffers a range of opportunities to work with the latest technologies and encourages youto back the broader engineering community through open source. And because weunderstand the importance of keeping your skills fresh and relevant, we give youdedicated time to invest in your professionaldevelopment. Find your place in technologyon #TeamAmex

Skillsets

• Prefer 5+ years of project management, IT operations or service level management experience, preferably in multiple technology disciplines (i.e. mainframe, midrange, cloud, network, etc.)
• Demonstrated ability to develop and implement enterprise-wide processes and deliver on those processes
• Demonstrated ability to create and manage an operational performance management framework
• Demonstrated ability to manage multiple projects simultaneously with minimal guidance and direction
• Demonstrated ability to manage vendor partnerships
• Must have the ability to successfully interact with a matrixed team of technical, business and process SMEs (Subject Matter Experts)
• Strong ability to translate detailed technical analysis into high-level reporting for senior leaders
• Ability to influence and manage change with strong collaboration skills
• Excellent interpersonal skills including strong decision making, communications (verbal and written) and negotiation skills
• Strategic thinker who is able to combine technical skills with overall business strategy to develop innovative solutions
• Strong working knowledge of ITIL framework and AGILE preferred
• Requires knowledge across multiple business and technical environments, covering a large range of business functions and capabilities
• Typically holds a Bachelor's degree in Computer Science, Information Systems, or other related field (or has equivalent work experience).
• Microsoft skills especially in Excel, Access, Powerpoint, Word, and Visio

Nice to have:

• Relevant certifications, e.g., PMI, Scrum Master (CSM), SAFE Agilist (SA).
• Knowledge Infrastructure technologies and components like servers/storage/databases
• Strong understanding of IT Service Management Processes (Incident, Problem, Change, Performance & Capacity)
• Subject matter expertise in maintenance services and an understanding of key maintenance and performance metrics.
• Prefer prior experience managing a team of resources in multiple geographical locations
• Experience developing Post Implementation Reviews and driving Root Cause Analysis of issues
• Ability to analyze high level needs/requirements, source data, identify and evaluate alternatives
• Ability to manage multiple projects simultaneously with minimal guidance and direction
• Requires financial acumen in terms of monitoring, controlling and reporting budget expenditure
• Ability to work in a dynamic and challenging environment
• Ability to drive results and stay with issues till closure
• Self-motivated and driven to identify and deliver appropriate solutions

Why American Express

Talk to our people and you'll find out what we're all about. Open, creative, risk-taking, collaborative, and innovative are just some of the expressions you'll hear. It's our culture that makes American Express an outstanding place to work, and a big part of why we regularly win best workplace awards all over the world. If you're ready to take on a challenge and make an impact, you owe it to yourself to grow your career here.

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.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e., 2 doses for Moderna/Pfizer and 1 dose for J&J) and, for medically eligible* colleagues, a booster shot, in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.

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.