Senior Application Support Engineer

You Lead the Way. We've Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers' digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems. American Express offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in technology on #TeamAmex.

How will you make an impact in this role?

Most of our software development focuses on delivery new features while optimizing existing systems, building infrastructure, and eliminating work through automation. As part of the SRE team, you'll have the opportunity to manage the complex challenges at scale which are unique to American Express, while using your expertise in coding, algorithms, complexity analysis and large-scale system design. SRE's culture of diversity, intellectual curiosity, problem solving, and willingness is key to its success. Our organization brings together people with a wide variety of backgrounds, experiences, and perspectives. We encourage them to collaborate, think big and try new things in a blame-less environment. We promote self-direction to work on meaningful projects, while we also strive to create an environment that provides the support and mentorship needed to learn and grow.

As an Application Support Engineer, you will be a part of a global Site Reliability Engineering (SRE) organization, and partner with the Core Engineering and Platform Teams. You will work with engineering and product partners to ensure alignment between the organizations and contribute to the key strategic efforts. In this role, you will model and mentor talent across the pillars to ensure SRE is influential across the substantial product area engineering efforts.

Technical competencies

• Actively participate and contribute to achieving SRE/App Support organization's vision, mission and strategy from Enterprise Identity perspective
• Lead a team (around 8-10 members) of highly talented Application Support Engineers.
• Be the Subject Matter Expert (SME) for all components of Enterprise Identity.
• Lead code reviews and automated testing
• As SME, guide and mentor the Application Support Team. Actively participate in resolution of production incident.
• Experience with service continuity, situation management, SLA management, Root Cause Analysis
• Participates in the development and deployment of preventive maintenance procedures.
• Contributes to the team's strategy to meet the agreed quality standards of delivery, documentation and reporting.
• Participates with the product engineering and delivery & integration teams via Retrospectives/Post implementation reviews to ensure quality standards are adhered to during development and implementation.
• Hands on experience on enterprise observability tools set such as ELF, Dynatrace, AppDynamics, BMC, Prometheus etc.
• Continuously improve automated remediation tasks to ensure the highest levels of availability
• Responsible for evaluating and implementing orchestration, automation, and tooling solutions to ensure consistent processes and repetitive tasks are performed with a higher level of accuracy and reduced defects.
• Influence team members with creative changes and improvements by challenging status quo and demonstrating risk taking.
• Introduce new and impactful technologies to the production support tool chain that help minimize friction for production releases and support, and more quickly diagnose and recover from production incidents.
• Be an efficiency multiplier for your team by analyzing your workflow and driving the team to be more effective, productive, and demonstrating faster and stronger results.
• Facilitate the resolutions of non-application issues (3rd party upstream and downstream issues, infrastructure issues, storage, database, network, file transfer etc.)

Leadership

• Ability to lead a geographically dispersed team that is composed of colleagues and contractors located across the US, UK, and India
• Strong interpersonal communication skills and the ability to work well in a diverse team-focused environment
• Liaise between SRE, development, Product Owners, and other partner teams to improve performance and availability
• Ability to build positive relationships with your team, business and technology partners to achieve established goals
• Ability to effectively interpret technical/business objectives and challenges and articulate solutions
• Influence and lead team members with creative thought leadership with data driven changes and improvements by challenging status quo
• Demonstrate the ability to effectively communicate to internal business clients and leadership on each facet of issue handling including (but not limited to): issue identification, service restoration, solutions to permanently resolve to ensure high levels of ongoing service etc.

Minimum Qualifications:

• At least 8 years of proven experience with system design, algorithms, data structures, analysis, and software design.
• Bachelor's degree or equivalent experience in computer science, Technology, or Engineering.
• Experience working in a 24/7 environment with on-call responsibilities to provide support to production support on a need basis.
• Proven understanding of cloud native principles: service discovery, circuit breakers, observability, distributed tracing, automation and monitoring tools.
• Demonstrated leadership and management experience in working with multi-functional, geographically dispersed teams on complex projects.
• Understands team dynamics and experienced at building teams that deliver results.
• Relentless drive to innovate in process and software to better meet the needs of our customers.
• Good Understanding monitoring technologies including logging, time-series etc.,
• Knowledge of configuration management, release automation, and orchestration technologies

Preferred Qualifications:

• Experience in a broad range of software development and operations technologies such as Cloud Infrastructure, virtualization, load balancing, containers, JVM's, web servers, application debugging, queueing technologies, caching technologies, databases (RDBMS and NoSQL), routing and switching, etc.
• Excellent understanding of application development languages/platforms (Java, .NET, Big Data, Python, etc.) and importance of APIs and REST based services
• Excellent problem-solving, written, interpersonal and communication skills that drive executional impact at scale.
• Combines deep technical expertise, a continuous improvement and automation approach, and systematic and rational root cause analysis to find opportunities to make things faster and better.
• Appetite for trying new things and motivating change in a large and sometimes slow-moving organization.

Qualifications

Salary Range: $110,000.00 to $190,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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 work in a hybrid model (combination of in-office and virtual days).

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