Major Incident Manager | ITSM

Add expected salary to your profile for insights #4th in Great Place to Work's Best Company To Work For 2025 #10th in Fortune Magazine’s 2025 World’s Most Admired Companies #1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers Top GBS Employers for the Philippines (2025) by the Everest Group 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. 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? Provide leadership, guidance, and coaching to applications engineering teams, supporting training and development of best practices. Oversee the incident management process, ensuring timely resolution of issues and minimizing downtime, ensuring solutions meet business requirements, timelines, and quality standards, and align with strategic goals. Collaborate with stakeholders effectively including senior management, to provide updates on technology operations and ensure alignment with business objectives. Lead the management and maintenance of network infrastructure, monitoring network performance, troubleshooting connectivity issues, and supporting the implementation of network security measures. Oversee the implementation of system upgrades, updates, and backups, and ensure the maintenance of hardware and software systems. Lead and collaborate with cross‑functional teams to complete technology projects and initiatives, contributing to the development of operational policies and procedures, and identifying areas for improvement. Ensure the team follows best practices, industry standards, and company policies for technology operations and technical services, including maintaining secure processes. May or may not manage and lead a team of technology operations colleagues, enabling a culture of continuous learning, growth opportunities, and inclusivity for all individual colleagues and teams. May or may not provide leadership, guidance, and coaching to technology operations teams, supporting training and development of best practices. May or may not recruit colleagues with relevant experience, and develop, reward, and energize an effective team. Collaborate and co‑create effectively with teams in product and the business to align technology operations and service initiatives with broader business objectives. Review and maintain documentation for standard operating procedures for various applications; help in resolution of critical incidents which get reported, providing both technical inputs and support and facilitating resolution. Minimum Qualifications Bachelor's degree in Computer Science, Computer Engineering, and/or comparable experience. 8+ years of varied experience in software engineering or service delivery. Experience in cloud administration, IT asset management and automation tools and / or Site Reliability Engineering (SRE) in a technology or financial services organization. Experience in managing and maintaining technology infrastructure, including servers, networks, and cloud services. Experience in system administration, network configuration, and troubleshooting. Experience in technology operations work. Experience in cloud platforms such as AWS, Azure, or Google Cloud. Proficient verbal and written communication skills. Soft skills – analytical thinking, curiosity, continuous learning and improvement attitude. Preferred Qualifications Certification such as CompTIA A+, Network+, or Security+ is a plus. Public Cloud certification is a plus. DevOps knowledge for highly available IT infrastructure. Building live production APIs and services. Hands‑on expertise with application design, software development and automated testing. Experience with relevant business domain related functions. Workplace Flexibility Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home). Work From Home Requirements: Must have at least 25 Mbps internet connection plan / speed. Must have a private & quiet area to work at home. Benefits 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. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions. #J-18808-Ljbffr