Customer Experience Assurance Engineer
1 week ago
Welcome to American Express, where we empower our colleagues to create a career journey that's unique and meaningful to them. We offer a comprehensive benefits package, including competitive base salaries, bonus incentives, and support for financial-well-being and retirement.
About the RoleThis Service Assurance Engineer I position plays a critical role in ensuring the delivery of exceptional customer experiences across various platforms and capabilities. As an expert resource, you will work closely with cross-functional teams to drive quality standards, identify areas for improvement, and develop preventative solutions to mitigate risks.
Your responsibilities will include:
- Leading root cause analysis and investigations to collect performance and capacity information
- Performing proactive monitoring and analysis on factors impacting high availability and service level attainment
- Collaborating with Level 2 and other servicing channels to ensure quality standards are met during development and implementation
You will be recognized for your contributions, leadership, and impact as part of a global and diverse community of colleagues committed to backing our customers, communities, and each other.
RequirementsTo be successful in this role, you will need:
- A Bachelor's degree in computer science, computer science engineering, or related technical experience
- 4+ years of dynamic experience in software engineering, monitoring, and support
- Experience with identifying application/infrastructure risks and mitigation strategies
- ITIL working knowledge
- Strong interpersonal communication skills
- Basic understanding of user experience and human-centered design principles and practices
We provide a generous paid parental leave policy, flexible working models, and free access to global on-site wellness centers staffed with nurses and doctors. You will also have opportunities for career development and training.
American Express is an equal opportunity employer, and we make 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.
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