Senior Manager-Tech Ops Support - The AI Platform Organization

American Express•Phoenix, AZ

18h

About The Position

The Senior Manager-Tech Ops Support will support the vision, product roadmaps, and business objectives of the AI Platforms Organization. Reporting to the Director of Generative AI Enterprise Enablement, this role acts as a strategic partner to technical and non-technical teams, bringing strategic platforms and projects to life and providing regular written and verbal updates to Senior Management in partnership with the director and other AI leaders. The role is responsible for end-to-end reliability, operational stability, and production support for enterprise AI SaaS platforms, including OpenAI and Anthropic. It establishes Site Reliability Engineering practices and operational governance, monitors service health, leads incident and change processes, and works across engineering, infrastructure, cybersecurity, vendors, and business stakeholders to resolve issues and improve service reliability. It also supports platform adoption, enhancements, integrations, upgrades, and deployments, while promoting automation, observability, operational excellence, and continuous improvement.

Requirements

Bachelor's degree in computer science, computer engineering, or another technical subject area, or equivalent work experience; preferred.
At least 6 years of hands-on technical experience across complex systems and platforms, with a proven track record of delivering scalable, high-impact solutions.
Deep understanding of software and infrastructure design principles, with a demonstrated track record of increasing responsibility.
Demonstrated leadership and management experience working with cross-functional, geographically dispersed teams on complex projects.
Knowledge and experience using Agile management tools such as Jira, Rally, or similar platforms.
Strong oral, written, and interpersonal abilities, including the ability to communicate effectively across third parties and technical and business teams.
Ability to clarify objectives, deal with ambiguity and under-defined problems, advocate for simplification, and influence teams.
Ability to enable business capabilities through innovation.
Willingness to learn new technologies.
Eligibility to work in the United States for American Express; the company will not pursue visa sponsorship for these positions.

Nice To Haves

Knowledge of Information Technology Infrastructure Library (ITIL) practices.
Knowledge of Capability Maturity Model Integration (CMMI) practices.

Responsibilities

Drive end-to-end reliability, operational stability, and production support of enterprise AI SaaS platforms such as OpenAI and Anthropic, ensuring secure, scalable, and highly available services.
Establish and maintain Site Reliability Engineering practices, including service-level indicators (SLIs), service-level objectives (SLOs), monitoring, alerting, incident response, and continuous service improvement.
Monitor platform availability, performance, API utilization, latency, error rates, and service health to identify operational risks, troubleshoot issues, and drive timely resolution.
Lead incident, problem, and change management activities, coordinating root cause analysis, corrective actions, and preventive measures to minimize service disruptions and improve platform resilience.
Partner with engineering, infrastructure, cybersecurity, vendors, and business stakeholders to troubleshoot complex technical issues, manage escalations, and ensure timely resolution of platform-related incidents.
Drive operational automation, observability, and process optimization to reduce manual effort, enhance support efficiency, and improve platform reliability and scalability.
Support platform enhancements, integrations, upgrades, and production deployments by coordinating technical validation, change readiness, and operational transition activities.
Establish operational reporting and governance processes to track service health, support performance, incident trends, risks, dependencies, and continuous improvement initiatives.
Collaborate with business and engineering teams to enable secure platform adoption, provide technical guidance, and resolve access, configuration, and integration challenges.
Apply troubleshooting capabilities, analytical problem-solving, adaptability, and a bias for action while navigating evolving AI technologies.
Where applicable, provide technical leadership and mentorship to Technology Delivery and Support colleagues, fostering operational excellence, knowledge sharing, accountability, and continuous learning.
Partner with the director and other AI leaders to provide regular written and verbal updates to Senior Management.