Director - Enterprise Major Incident Management

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Job Description

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.



The mission of Enterprise Major Incident Management (EMIM) is to collaborate with all Technology, Business and strategic partner groups to restore normal service operations in the event of degradations and disruptions. The purpose is to minimize the adverse impact on business operations, ensure that agreed levels of assured service quality are maintained for all platforms and business processes within American Express. EMIM drives continuous improvements with focus on issue detection, isolation, communication and rapid remediation in partnership with various stakeholders.


Organizational Context:


As an Enterprise Major Incident Management Director, you’ll responsible for executing American Express existing, critical incident response operations.This responsibility includes collaborating and partnering with the entire organization to drive action and ensure that incidents with potential or actual significant impact to business are dealt efficiently to avoid or minimize the disruption to Operations. As a leader you will play a critical role in assuring production stability and restore normalcy through ensuring adherence to set IT service management processes.


Key responsibilities:



  • Leads and manages a global service organization to manage all business-critical incidents impacting the enterprise ecosystem.

  • Facilitate live outage calls, capturing technical findings from subject matter experts, documenting action items, assigning owners and time frames and following-up on status.
  • Successfully navigate the organization to identify, engage and escalate all teams required to resolve outages.
  • Manage relationships between Technology and suppliers to ensure service levels are monitored and followed, as indicated in terms of agreement.

  • Partner with Business Unit Partners to identify, quantify and communicate business    impact.
  • Concisely detail and summarize the technical and business impacts of a managed event, at an executive level.
  • Ensure communications are sent to stakeholders at regular intervals and within expected timeframes.
  • Monitor team’s effectiveness and work with business partners to improve process efficiency, through automation, as appropriate.
  • Ensure adherence to Availability Management processes and continuously focus on enhancing Enterprise major incident process.


  • Excellent verbal and written communication skills, excellent facilitation skills and a strong bias towards action and driving resolution.

  • Ability to upskill and develop team through regular mentoring, feedback and metrics.

  • Define what winning looks like and puts enterprise thinking first.

  • Demonstrates thought leadership, creative problem-solving and effective decision-making skills to challenge the status quo.

  • Drive and cultivate a culture of continuous improvement across teams.

  • Promote and support adoption of new technology, agile improvements and culture of calculative risk-taking capability.

  • Ensure proactive alignment of any strategy, processes, tools /methods with all the stake holders to progress on our roadmap.

Minimum Qualifications

  • 15+ years of hands on experience in leading IT operations with specialization in enterprise major incident Management

  • Bachelor’s degree in computer sciences or related experience with advanced degree preferred

  • Experience of managing major incidents requiring the coordination of multiple, large, cross-functional teams.

  • Strong background in development and measurement of Key Performance Indicators

  • Comprehensive hands-on knowledge and understanding of IT operations managements specifically enterprise major incident management

  • Technical knowledge

    • Prior relevant experience and knowledge in technology and business domain with strong hands-on experience in infrastructure planning and operations management including architecture design, deployment, systems life cycle management workstreams

    • Good experience and awareness of broad range of technology verticals and platforms such as Infrastructure, Virtualization, network, storage, databases, distributed, cloud and mainframe platform, Artificial intelligence

    • Experience in DevOps, AI/ML, and other new/emerging technologies, technology quality frameworks, ITIL / SDLC methodologies / practices  

  • Proven experience in talent management, attracting, hiring, retaining and leading highly skilled teams and team members

High performing behaviors:

  • A continuous improvement and automation mindset.

  • Customer focused mind set – does what is right for customer.

  • Be a change agent, Proven ability in conflict management, Ability to influence, good collaboration skills, very good team player.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

ReqID: 20004239
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Oct 15, 2020, 1:23:46 AM