As a key member of the infrastructure engineering team, you will be responsible for the day-to-day operations of our Digital Workplace Collaborations center in India. You will provide robust, standardized, scalable, and efficient support to a global team working 24/7/365, ensuring our virtual and hybrid workforce can operate seamlessly.

Key Responsibilities

Engineering

• Maintain positive relations with customers and employees.
• Provide 24/7/365 on-call support in a rotational shift pattern.
• Collaborate with managers and engineers across the organization.
• Support product and infrastructure changes.
• Implement observability and availability solutions.
• Ensure technical documentation is up-to-date.
• Manage incident, change, and metric collection processes.
• Partner with product vendors to ensure SLA compliance.

Leadership

• Promote servant-leadership and technical improvements.
• Mentor and guide team members to success.
• Lead continuous improvement initiatives and foster innovation.
• Provide process and product training for support resources.
• Influence without authority and solve problems with minimal guidance.

Impact and Influence

You will lead and mentor a team responsible for the availability of collaboration products, driving improvements in robustness, availability, and efficiency. Your role involves building strong relationships with AXP leadership and contributing to hiring and retaining top talent.

Qualifications and Experience

• 8+ years in systems analysis/programming, infrastructure operations support, or engineering.
• Hands-on experience with various software languages, operating systems, or network protocols.
• Bachelor’s or Master’s Degree in computer science, computer engineering, or related field (advanced degree preferred).
• Strategic mindset and strong people leadership skills.
• Experience with ITSM processes.
• Technical experience with platforms like VMWare, Unix, Citrix, Linux, Solaris, Windows, Cisco Collaboration Tools, and more.

Knowledge and Skills

• Telecom, SIP, VOIP experience.
• Experience supporting iOS and Android applications.
• Core knowledge of platform delivery methodologies.
• Familiarity with Cisco Collaboration Tools, Audio Visual Engineering, and enterprise technical data flow.
• Experience with monitoring solutions like ThousandEyes, Grafana, and Prognosis.
• Understanding of network-attached storage devices and M365 external sharing.

Our Benefits

• Competitive base salaries and bonus incentives.
• Financial well-being and retirement support.
• Comprehensive medical, dental, vision, life insurance, and disability benefits.
• Flexible working models.
• Generous paid parental leave policies.
• Free access to wellness centers (location-dependent).
• Confidential counseling support.
• Career development and training opportunities.

Equal Opportunity Employer

American Express 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.