About the job
You Lead the Way. Weve Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether were supporting our customers financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining whats possible and were proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. Thats why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
Role: Sr.Service Assurance Engineer II
Well support you with an open environment and learning culture to grow your career.
Role: Service Assurance Engineer II Functional roles: Bridge Facilitator, Communication Analyst and Scribe
Enterprise Major Incident Management (EMIM):
The mission of Enterprise Major Incident Management (EMIM) is to prevent disruptions and significantly reduce impacts to our customers. EMIM drives continuous improvements in partnership with the Technology, Business, and other Strategic partners with focus on early detection, isolation, faster circumvention of major incidents and providing real-time updates to Sr. leadership / other stake holders.
Service Assurance Engineer II Role Description:
Service Assurance Engineer – EMIM: is responsible for managing, governing, and driving enterprise level major Incidents effectively by performing either of below roles on a rotational basis:
Bridge facilitator: Facilitating, governing, and driving Technical Restoration Bridges for variety of major incidents in partnership with multiple American Express technology teams.
Communication Analyst function involves understanding and documenting real time business impacts, determining incident priority based on business impacts and publish real-time updates to Sr. Leadership and other stakeholders.
Scribe function involves monitoring all incoming bridge requests, allocating a bridge, paging/ escalation and point-in-time documentation of all key discussions and activities during the incident.
Manage and drive different enterprise level major incidents in partnership with multiple American Express Technology teams, Business partners and other Technology Vendor partners
Timely engagement and escalation to required technical teams and leadership
Publishing of point-in-time service disruption notifications as per EMIM processes/ procedures
Effective coordination across EMIM team, Manger-on-Duty (MOD) and other stake holders
Stay well-informed and updated about all the changes to operational processes and procedures
Take initiatives to identify process improvement and automation opportunities within EMIM
Critical Factors to Success:
Strong ability to manage, govern and drive diverse and complex major Incident bridges across different technical towers, portfolios, and applications
Good experience in service management, diverse technology understanding, and awareness
Ability to drive technical troubleshooting discussions towards a faster circumvention
Strong verbal and written communication skills to draft high qualitative executive updates
Good at situational leadership and ability to work and coordinate priorities well under pressure
Education & Experience:
Degree in Bachelor of Engineering/Technology
3+ years of experience in technical troubleshooting, major incident management, in one or more roles such as Technical support, IT Help Desk, Service Desk, IT Operations, DevOps, Application Support and/or Production support
High proficiency in verbal and written communication associated with all aspects of Enterprise Major Incident Management
Strong knowledge/awareness in one or more of the technology platforms (OS, Network, Storage, Software development & support, Virtualization, Backups & Restores, or Programming languages)
Added advantage for applicants with Specialization/Certification in one of technical domains such as CCNA, CCNP, MCSA, ITIL, Service management
Well versed with Ticketing tools such as ServiceNow, technology monitoring tools such as Splunk, Dynatrace etc
Leadership Behaviors / Capabilities:
Ability to define what winning looks like, put enterprise thinking first, be a good team player with an ability to build the best team culture, seek & provide coaching, communicate frequently, candidly & clearly, make decisions quickly, make collaboration essential, strong analytical and problem-solving skills with very good understanding of meeting or exceeding customer expectations
American Express is an equal opportunity employer and 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.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
About the job Microsoft is on a mission to empower every person and every organization on the planet to achieve...Apply For This Job
As the Senior Solution Architect with the Nissan Digital India team, you will use your skills developed over the years...Apply For This Job
About the job Job Profile Summary bp is transforming and at our Digital Hub in Pune we are growing the...Apply For This Job
The multi-screen streaming video and the interactive TV space is growing rapidly. Accedo delivers rich media apps on multiple platforms...Apply For This Job
About the job Job Description Summary Advanced Lead Engineer – Repair Development is responsible to provide technical leadership to the...Apply For This Job