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American Express Senior Infrastructure Engineering Manager in Helena, Montana

Description

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. Amex 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?

Focus

Actively provides people-leadership, technical knowledge, and contributes to the infrastructure teams’ design, run of an acquisition, installation and configuration of technical components for the Meeting Technology and Signage Teams. Leads day-to-day operations for infrastructure related to Cisco Cloud Collaboration. Responsible for ensuring that infrastructure solutions meet technical standards.

Organizational Context

People leader for an infrastructure product engineering team including both colleagues and contractors. Reports to the Director of Engineering over Meeting Technology and Digital Signage.

Key Responsibilities

Infrastructure Engineering:

  • Work closely with development teams to define, frame and bring together application needs

  • Participate in the infrastructure design and selection process

  • Align customer needs to the evolution of the platform product roadmap

  • Handle the diagnosis and correction of infrastructure problems

  • Provide internal analysis and support to ensure proper criticality during outages or periods of degraded system performance

  • Conduct infrastructure performance and security assessments

  • Support the certification and accreditation of infrastructure on customer networks

  • Provide beneficial solutions for business, both tactically and strategically

  • Lead customers to understand how current or envisioned processes align to industry standard methodology

  • Define processes, documentation and engineering diagrams for technical and operations support

  • Prioritize, complete and lead projects within budgetary and scheduling guidelines

  • Ensure issues are identified, tracked, reported on and resolved in a timely manner

  • Responsible for the quality of work in technical design, implementation, testing and alignment to technical compliance standards

Leadership:

  • People Leader to infrastructure engineering B30 colleagues and contractors, dotted line leadership to B35 colleagues

  • Promote, empower, and practice servant-leadership

  • Drive the team’s technical improvements and roadmap

  • Take accountability for the technical maturity of the team

  • Mentor and guide team members to success; identify strengths and areas for growth in direct reports and guides them to grow in their careers while being more productive on the team

  • Nurture an environment of continuous engineering improvement through mentoring, feedback, and metrics

  • Provide lead support and direction to the team for the overall health and maintenance of all infrastructure assets

Scope of Impact/Influence

  • People leader for a high functioning team of infrastructure engineers reporting to a Director of Engineering

  • Leads and mentors teams of infrastructure engineers through ongoing development efforts

  • Formal people-leadership responsibilities to onshore and offshore engineers

  • Responsible for the infrastructure platform and supporting technology

  • Leads a team that will be responsible for the design, build, improvement and integration of infrastructure within AET

  • Plays an integral role in building and improving infrastructure in terms of robustness, scalability, availability and efficiency

  • Accountable for leading a team and the delivery of high-quality work

Education & Experience

  • 8 years of experience with systems analysis/programming, incorporating design methodology, Infrastructure operations support or engineering

  • Practical application using Agile or other rapid application development methods

  • Bachelor’s Degree in computer science, computer engineering, or related field required; advanced degree preferred

  • 2 years leadership experience in a complex technical environment and/or comparable

  • Analytical skills and technical knowledge to take on service problems of moderate to high complexity

High-performing Behaviors

  • Be a productivity multiplier across multiple teams by analyzing the work flow and contributing to enable the team to be more effective, productive, and demonstrating faster and stronger results

  • Enterprise thinking - find opportunities to educate and learn from other groups, including mobile & web engineering teams

  • Solves technical problems outside of day-to-day responsibilities

  • Develop team’s strategy and prioritize technology initiatives

  • Able to effectively communicate the concerns and capacity of the team to stakeholders

  • Regularly provides specialized technical mentorship to others in work area

Knowledge/Skills

  • Hands-on experience with some of the following technologies:

  • Cisco Cloud Collaboration Technologies:

  • Hybrid Calendar

  • WebEx App formerly known as “WebEx Teams"

  • Video Conferencing (Cisco TelePresence)

  • Room OS 11

  • Cloud Calling

  • Control Hub Administration

  • Site Service Administration

  • Jabber

  • VoIP Protocols such as SIP, MGCP, SCCP and H.323

  • Video Devices ie. Cisco Room Series, Desk Pro

  • Microsoft Exchange / Active Directory / Outlook

  • Digital Signage Platforms such as AppSpace or others

  • Thousand Eyes Monitoring

  • Experienced knowledge using the core tools used in the planning, analyzing, designing, building, testing, configuring and maintaining of assigned application(s)

  • Core knowledge of Agile delivery methodology

  • Detailed understanding of software defined networking, automation and orchestration

Technology Core Competencies

  • Adaptive Communication

  • Agile Practices

  • Industry and Company Knowledge

  • Organizational Change Management

  • Technical Acumen

  • Technology Industry Trends

Game Changers

  • Adaptability

  • Collaboration & Teamwork

  • Continuous Improvement

  • Courage

  • Curiosity

  • Ingenuity

  • Servant Leadership

  • Tenacity

Role Core Competencies

Technical

  • System/Platform Domain Knowledge

  • Systems Integration

Functional

  • Capacity Management

  • Change Management

  • IT Infrastructure

  • Requirements Gathering and Definition

Leadership

  • Analytical Thinking

  • Builds High Performing Teams

  • Coaching and Mentoring

  • Decision Making

  • Executive Presence

  • Influence and Negotiation

  • Strategy Formulation

Business

  • Documentation & Technical Writing

  • Problem Solving

Qualifications

Salary Range: $90,000.00 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.

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 either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and supplement and the Pay Transparency Policy Statement.

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Job: Technology

Primary Location: United States

Schedule Full-time

Req ID: 23003054

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