Senior Manager – Tech Ops Support

American Express

. Drive end-to-end reliability, operational stability, and production support of enterprise AI SaaS platforms such as OpenAI and Anthropic .

Posted 10/21/2026full-timePhoenix • Arizona • United StatesSenior💰 $123,000 - $215,250 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Site Reliability Engineering practices, operational stability, and production support for enterprise AI SaaS platforms. Capable of leading incident management, driving operational automation, and providing technical leadership while collaborating with cross-functional teams.

Highest-signal resume keywords

Site Reliability EngineeringIncident ManagementOperational AutomationAgile Management ToolsTechnical Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI SaaS PlatformsSLIsSLOsMonitoringIncident ResponseRoot Cause AnalysisChange ManagementPerformance MonitoringAPI UtilizationService Health

Soft Skills

Interpersonal CommunicationLeadershipProblem-SolvingInfluencing TeamsDealing with Ambiguity

Tools & Technologies

JiraRallyOpenAIAnthropic

Certifications & Qualifications

Bachelor's Degree in Computer ScienceITIL KnowledgeCMMI Knowledge

Industry Keywords

Operational StabilityProduction SupportContinuous Service ImprovementTechnical ValidationGovernance

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Drive end-to-end reliability, operational stability, and production support of enterprise AI SaaS platforms such as OpenAI and Anthropic
Establish and maintain Site Reliability Engineering practices, including SLIs, SLOs, monitoring, alerting, incident response, and continuous service improvement
Monitor platform availability, performance, API utilization, latency, error rates, and service health; identify operational risks and drive timely resolution
Lead incident, problem, and change management, including root cause analysis, corrective actions, and preventive measures
Partner with engineering, infrastructure, cybersecurity, vendors, and business stakeholders to troubleshoot complex issues and manage escalations
Drive operational automation, observability, and process optimization to improve support efficiency, reliability, and scalability
Support platform enhancements, integrations, upgrades, and production deployments through technical validation, change readiness, and operational transition
Establish operational reporting and governance covering service health, support performance, incident trends, risks, dependencies, and improvement initiatives
Enable secure platform adoption, provide technical guidance, and resolve access, configuration, and integration challenges
Provide technical leadership and mentorship to Technology Delivery and Support colleagues where applicable
Report regularly to senior management through written and verbal updates

Requirements

What you’ll need

Bachelor's degree in computer science, computer engineering, or other technical subject area, or equivalent work experience, is preferred
6+ years of hands-on technical experience across complex systems and platforms, with a proven track record of delivering scalable and 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
Excellent oral and written interpersonal abilities; ability to communicate across third parties and technical and business teams
Experience clarifying objectives, dealing with ambiguity or under-defined problems, advocating for simplification, and influencing teams
Ability to enable business capabilities through innovation
Proven willingness to learn new technologies
Knowledge of ITIL and CMMI practices is a plus
Employment eligibility to work with American Express in the United States is required; the company will not pursue visa sponsorship

Benefits

Comp & perks

Competitive base salaries
Bonus incentives
6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
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