Senior Manager-Tech Ops Support - The AI Platform Organization
Egug Cx_1 · Phoenix, Arizona, United States · hybrid
Joining Amex Tech means discovering and shaping your contribution to something big. Here, you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies, and a commitment to back the broader engineering community through open source, our mission is to power your success. Because Amex Tech is powered by our technology, our culture, and our colleagues.
The Technology organization enables and accelerates the company’s growth strategies, delivering global capabilities and services in support of Amex’s customers and colleagues, while maintaining 24/7 servicing and availability to ensure uninterrupted, high-quality customer experience. Technology provides the foundation for everything we do in the company while driving differentiation through building and leveraging innovative technology and data insights.
The AI Platforms Organization has a vision of setting high standards for technical excellence, talent, strategy, and norms across Technology. It also strives to encourage and cultivate technical innovation as well as enhance and highlight the organization's technical pulse.
This position reports to the Director of Generative AI Enterprise Enablement. The successful candidate will act as strategic partner to both technical and non-technical teams to bring strategic platforms and projects to life. The position will have responsibility for supporting the platform vision, product roadmaps and driving business objectives and targeted outcomes. This role will also partner with their director and other AI Leadership to provide regular written and verbal updates to Senior Management.
- Drive end-to-end reliability, operational stability, and production support of enterprise AI SaaS platforms, such as OpenAI and Anthropic, ensuring secure, scalable, and highly available services.
- Establish and maintain Site Reliability Engineering practices, including service-level indicators (SLIs), service-level objectives (SLOs), monitoring, alerting, incident response, and continuous service improvement.
- Proactively monitor platform availability, performance, API utilization, latency, error rates, and service health to identify operational risks, troubleshoot issues, and drive timely resolution.
- Lead incident, problem, and change management activities, coordinating root cause analysis, corrective actions, and preventive measures to minimize service disruptions and improve platform resilience.
- Partner with engineering, infrastructure, cybersecurity, vendors, and business stakeholders to troubleshoot complex technical issues, manage escalations, and ensure timely resolution of platform-related incidents.
- Drive operational automation, observability, and process optimization to reduce manual effort, enhance support efficiency, and improve platform reliability and scalability.
- Support platform enhancements, integrations, upgrades, and production deployments by coordinating technical validation, change readiness, and operational transition activities.
- Establish operational reporting and governance processes to track service health, support performance, incident trends, risks, dependencies, and continuous improvement initiatives.
- Collaborate with business and engineering teams to enable secure platform adoption, provide technical guidance, and resolve access, configuration, and integration challenges.
- Navigate rapidly evolving AI technologies with strong troubleshooting capabilities, analytical problem-solving, adaptability, and a bias for action.
- Where applicable, provide technical leadership and mentorship to Technology Delivery and Support colleagues, fostering operational excellence, knowledge sharing, accountability, and continuous learning.
- Bachelor's degree in computer science, computer engineering, or other technical subject area, or equivalent work experience, is preferred
- 6+ years of hands-on technical experience across complex systems and platforms, with a proven track record of delivering scalable and high-impact solutions
- Deep understanding of software and infrastructure design principles with a demonstrated track record of increasing responsibility
- Demonstrated leadership and management experience in working with cross-functional, geographically dispersed teams on complex projects.
- Knowledge and experience using Agile management tools such as Jira, Rally or similar platforms
- Excellent oral and written interpersonal abilities; Ability to optimally communicate across third parties and technical and business teams
- Experience in clarifying objectives, dealing with ambiguity/under-defined problems, advocating for simplification, and influencing teams
- Ability to enable business capabilities through innovation
- Proven willingness to learn new technologies.
- Knowledge of Information Technology Infrastructure Library (ITIL) and Capability Maturity Model Integration (CMMI) practice a plus.
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.