Senior Manager-Tech Ops Support

Job Description

Joining Amex Tech means discovering and shaping your contribution to something big. Here, you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies, and a commitment to back the broader engineering community through open source, our mission is to power your success. Because Amex Tech is powered by our technology, our culture, and our colleagues.

The Senior Manager of Data Center Operations is responsible for the strategic and operational leadership of Data Center Infrastructure (DCI) critical infrastructure systems, leading a team of Amex colleagues, and supporting service delivery teams. As a key stakeholder in this mission-critical environment, the Senior Manager of Data Center Operations partners with network operations, DCI engineering, construction, and security teams to ensure alignment with campus goals and business expectations. This role is ideal for a results-oriented leader with a strong technical foundation and a proven track record of large-scale facilities management in critical environments. This position reports directly to the Director of Technology Operations.

Responsibilities

RESPONSIBILITIES

• Provides people leadership to a team of Amex colleagues, driving the team’s functional roadmap and taking accountability for career development.

• Coaches, mentors, and guides team members to success, identifies strengths, areas for growth, and enables team to mature their careers while encouraging productivity.

• Promote and foster a team-oriented environment through real-time performance feedback and sustaining a high accountability culture.

• Oversee training program and provide training to Amex colleagues as well as other cross functional teams on equipment, systems, procedures, and change management.

• Lead by example to build team cohesion and collaboration across regions to ensure alignment with DCI organizational priorities.

• Manage contracted service work at the facility to include understanding and developing the scope of service, bidding, awarding, and administering contracts.

• Organize and oversee administrative functions related to data center operations and maintenance, such as CMMS oversight, forecast and manage facility operations budgets, including utilities, contracts, and capital projects.

• Develops and provides real-time feedback on maintenance strategies and system design improvements using documentation, collected data, and observations.

• Serve as an onsite technical resource of electrical and mechanical infrastructure systems and equipment, with an emphasis on practical field operation.

• Ensure compliance with regulatory, environmental, and industry standards (e.g. NFPA 70E, OSHA, ISO, Uptime Tier certifications).

• Plan, resource, author or approve Method of Procedures (MOPs), Standard Operating Procedures (SOPs), and Emergency Operating Procedures (EOPs) to cover equipment troubleshooting, repair, retrofit, maintenance and emergency activities, with an emphasis on assessing & mitigating personnel, critical systems, and operational risk.

• Lead and/or participate in root-cause analysis and after-action activities for equipment located within their building or campus.

• Drives the integration of AI-enabled operational support capabilities, workflow automation practices, and service analytics to improve operational performance, scalability, and service reliability.

• Drives cross-functional initiatives to evaluate and implement AI-driven improvements to operational processes, service delivery models, and team productivity.

• Contribute and enforce expectations for Environmental Health and Safety programs.

• Occasional travel for factory witness tests, collaboration, training, etc.

Qualifications

MINIMUM QUALIFICATIONS

• Bachelor’s degree in engineering, business or related field, will also consider commensurate work experience of 8+ years relevant industry experience.

• Theoretical and practical understanding of power equipment & systems, mechanical cooling systems, and expertise in equipment design, maintenance, troubleshooting, testing, and/or construction.

• Experience with critical asset life cycle management, event response, audit/compliance, governance, and other core business process central to DCI.

• Working knowledge of critical facility operations with experience or understanding of procedure-based work.

• Experience working in highly collaborative, cross-functional environments, and championing an environment of continuous improvement.

PREFERRED QUALIFICATIONS

• 10+ years of data center industry experience with at least 5 years leading high-performing teams.

• 8+ years of experience with advanced understanding of the electrical or mechanical systems involved in critical data center operations such as: HV/MV feeders, transformers, generators, switchgear, UPS, ATS, PDU, pumps, air-cooled chillers, air handling units and CRAH/CRAC units.

• Project Management Professional (PMP) certification

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.