At American Express, our culture is built on a 175-year history of innovation, shared
values
and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
How will you make an impact in this role?
Role Summary:
The Production Assurance Team (PAT) Lead is the principal steward of production stability and operational resilience, accountable for end-to-end oversight of technology services in live environments. This strategic role ensures uninterrupted service delivery, rapid incident response, and continuous improvement of operational processes, partnering closely with business and technology teams.
Core Accountabilities:
- Lead 24x7 incident management, including proactive monitoring, triage, escalation, and resolution, to preserve service availability and minimize downtime
- Establish multi-vendor communication, delivery, review mechanism from production standpoint and have a clear strategy for vendor/internal teams’ individual accountability across the spectrum.
- Direct comprehensive root cause analysis and problem management, instituting robust remediation and prevention strategies for recurring operational incidents
- Govern all change activity within the production environment, ensuring rigorous impact assessment, controlled implementation, and compliance with regulatory and internal risk frameworks
- Oversee implementation and execution of Disaster Recovery (DR) and business continuity plans, orchestrating readiness drills and post-event reviews with all relevant stakeholders
- Establish strong collaboration with business units, IT operations, compliance and vendor teams to synchronize issue resolution and foster shared ownership of production health
- Utilize service analytics, key performance indicators (KPIs), and post-fix insights to drive ongoing process optimization, operational efficiency, and measurable improvement in service reliability
- Lead regular operational governance forums, providing transparent reporting on incident trends, recovery status, and change outcomes for executive leadership
Expected Impact:
- Achieve highest levels of production stability and service resilience
- Deliver efficient incident and problem management, reducing repeat issues and enhancing end-user confidence in technology services
- Maintain disciplined control of production changes, safeguarding business operations from risk and regulatory exposure
- Enable robust DR preparedness and execution
- Provide actionable insights, intelligence, and decision support for executive stakeholders, enabling data-driven investment in production assurance
Education and Knowledge
- Bachelor’s degree in computer science, Information Systems, Cybersecurity, and/or comparable experience
- Advanced knowledge of global technology standards and applicable regulations
- Knowledge of monitoring tools such as Splunk, Dynatrace etc.
- Knowledge of Site Reliability Engineering processes and domain.
- Knowledge of Program, Change, Incident Management processes.
- Knowledge of Mainframe operations, domain and Technology Stack.
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- 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
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.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.