Director - Enterprise Major Incident Management

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Job Description

Why American Express?

There’s a difference between having a job and making a difference. American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards. We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.



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.

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 14, 2020, 7:00:00 AM