American Express Hiring for Service Delivery Manager – IAAS, ITSM at Haryana, India Full Time

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.

American Express has embarked on an exciting Cloud, Big Data and Mobile transformation driven by an energetic new team of high performers. This group is nimble and creative with the power to shape our technology and product roadmap. If you have the talent and desire to deliver innovative payment products and services at a rapid pace, serving our customers seamlessly across physical, digital, mobile, and social media, join our transformation team. You will contribute to a rock star start-up engineering team which will deliver the next generation auto-scaled, Highly Available, hybrid cloud enterprise application platform (Iaas/PaaS) for the mission critical American Express Delivery Transformation initiative.

The platform will deliver a framework to support multiple programming languages i.e Java, Node.js, Python, Ruby/Rails, Scala and Fuse for enterprise and consumer mobile & web application developers. You will create innovative tools and capabilities to enable continuous delivery – building, provisioning and administering multi-tenant, scale-out applications throughout the life cycle, from development, test and into production. You will be challenged with identifying innovative ideas and proofs of concept to deliver against the existing and future needs of our customers. As a Service Delivery Manager, your primary responsibilities will be to maintain a robust, efficient, effective, 24×7 service operation for the Private Cloud environment and its tools. We are a start-up, we will wear many hats, work fast and smart, and adapt and iterate quickly.

You will work closely with your US and India leaders and peers to deliver a “Follow the Sun” capability that is best in class in Quality and Capability at a cost effective price point.

Responsibilities Include:

• Manage Operational Governance for Public, Private and Hybrid cloud footprint at AMEX

• Focuses on the internal Customer and their applications. Ensures high availability of all environments and the achievement of all Service Level Agreements (SLAs) and Operating Level Agreements (OLAs)

• Manage vendors with Managed services contract

• Manage production support teams.

• Defines the Service Operations for all Cloud Platform Engineering solutions and tools in conjunction with business and technology stakeholders

• All ITIL / ITSM Phases including Service Strategy, Design, Transition, Operations and Continual Service Improvement

• All ITIL / ITSM processes including Incident, Problem, Change, Release, Asset, Configuration and Service Level Management

• Partners with Cloud engineering teams and technical product managers to support a continuously evolving platform

• Uses technical acumen to provide alternatives, ask probing questions and support the team in technical issue resolution

• Defines the Service Strategy and guides the transformation of the company into a truly Agile, DevOps organization with Continuous Delivery Capability

• Coordinates communications, escalates and facilitates resolution of risks, issues, and changes tied to the Infrastructure and Operations

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

Should have around 10 years of Service Delivery experience with a demonstrated track record of increasing responsibility

• Should have experience managing vendor/ production support teams in Managed services model.

• Reporting, service level metrics collection

• Strong understanding of IaaS cloud

• Experience with VMware & Openstack based IaaS cloud

• Understanding and exposure of ITSM processes incident/ change/ problem/ configuration management.

• Demonstrated professional expertise in a large Fortune 100 company running an IT Production Operation at scale including Infrastructure (Servers, Network, Storage, Security) and Applications (Distributed, Middleware, Databases across all tiers)

• Ability to work with Infrastructures and Platforms including IaaS, PaaS, Cloud technologies and tools for Continuous Delivery (CD)

SKills

• Public Cloud operational governance

• Openshift

• Linux

• Vendor Management

• Service Delivery

• Performance Metrics

• Problem management

• Financial management/ Time sheet tracking

Qualifications

​​​​

• Should have around 10 years of Service Delivery experience.

• Should have experience managing vendor/ production support teams in Managed services model.

• Strong understanding of IaaS cloud

• Experience with VMware & Openstack based IaaS cloud

• Understanding and exposure of ITSM processes incident/ change/ problem/ configuration management.

• Proven diagnostic, troubleshooting, and service restoration skills.

• Excellent interpersonal skills, customer service skills, and English communication skills with difficult customers in outage situations.

• Metrics management

• Outstanding written and verbal communication skills

• Bachelor’s degree in Computer Science, Computer Engineering or equivalent work experience

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.

Job: Technology

Primary Location: India-Haryana-Gurgaon

Schedule Full-time

Req ID: 21026690