Service Assurance Engineer I

2 weeks ago

Gurgaon, Haryana, India AMEX Full time

You Lead the Way. Weve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, youll be recognized for your contributions, leadership, and impactevery colleague has the opportunity to share in the companys success. Together, well win as a team, striving to uphold our and powerful backing promise to provide the worlds best customer experience every day. And well do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

This role will focus on Event, Incident, Problem and Knowledge Management and should be well versed in DevOps.Colleagues should also be focused performance optimization, availability and continuity planning.

Service Assurance

·Liaise between Global Infrastructure, collaborate with development and partner interfacing/business teams.

·Proficient at handling and resolving Incidents and Events.

·Facilitate group discussions, drive Problem resolution and create user stories to identify opportunities to create new and better user experiences

·Debug defects as well as develop dashboards using modern monitoring tools (e.g. Dynatrace, Splunk) to enable reduction in detection time.

·Effectively lead a bridge and escalate as part of a larger incident management process.

·Function as member of a DevOps Team following the agile practice to provide design inputs and operational standard methodologies.

·Work with UI/UX team to drive the creation of user-centered solutions to meet the needs of users.

·Provides monitoring/oversight of key application performance and capacity constraints to mitigate potential incidents before they impact the customer.

·Conduct data mining/analysis activities to provide actionable insights to support issue identification, resolution, etc.

·Monitor and measure accuracy of inbound data feeds, data conditioning processes and work with Engineering leaders to identify and drive resolution of quality gaps.

Leadership

·Effectively communicate to business and leadership on restoration.

·Demonstrate the ability to collaborate and contribute to established goals.

·Influence team members with creative changes and improvements by challenging status quo and demonstrating risk taking.

Education and Experience

·Bachelors Degree in computer science, computer science engineering or related technical experience. 4 + years of dynamic experience in software engineering, monitoring and support.

Required:

·Experience with identifying application/infrastructure risks and mitigation strategy and the ability to work with a team to ensure risks are mitigated.

·Experience with debugging techniques for root cause analysis of issues.

·ITIL working knowledge: Event, Incident, Release, Problem and Knowledge Management.

·Experience in one or more of the following: programming languages, networking, Linux/Windows, mainframe, middleware, databases, cloud.

·4+ years experience solving user problems and an understanding of digital UX and global web platforms.

Preferred:

·Performance troubleshooting and tuning, experience implementing high availability solutions like Always on, Clustering, Mirroring etc.

·Experience working with application performance monitoring, Moogsoft, Thousand Eyes, Nexthink or an equivalent tool to improve overall efficiency.

·DevOps knowledge for highly available IT infrastructure

·Building live production APIs and services.

·Experience with automation development.

·Familiar with Agile or other rapid application development methods.

·Hands-on expertise with application design, software development, using Exchange/Messaging, Powershell, developer tools like intelliJ and automated testing.

Knowledge & Skills:

·Deep understanding of infrastructure technologies and components

·Experience with identifying Application / Infrastructure risks and mitigation strategy and ability to work with others to ensure risks are mitigated

·Develop custom automation to streamline support processes.

·Knowledge of and experience using Exchange/Messaging, Powershell, developer tools like intelliJ, and experience monitoring tools like Thousand Eyes and Nexthink

·Strong interpersonal communication skills

·Basic understanding of user experience and human-centered design principles and practices

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

Competitive base salaries Bonus incentives 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

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.

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