Experienced Service Delivery Specialist

2 weeks ago

Gurgaon, Haryana, India AMEX Full time

Key Responsibilities

• Participate in the investigation and resolution of incidents and problems in systems and services.

• Collaborate with development teams to ensure quality standards are adhered to during development and implementation.

• Add to Post-Implementation Reviews and contribute to continuous service improvement.

• Provide core support to Service Delivery work and meet the agreed quality standards of documentation and reporting.

• Interact with the product engineering and delivery & integration teams via assigned Retrospectives/Post-Implementation Reviews.

• Communicate the status of incidents, preventative solutions, and resolutions to the Service Delivery Senior Analyst and/or Service Delivery Manager/Director.

Organizational Context

This role is an entry-level experienced hire within a Service Delivery team, reporting to a Senior Delivery Analyst or a Service Delivery Manager/Director or a Director of Technical Delivery.

Education & Experience

• Prior technology work experience in a production/service/operations support environment or within a product engineering organization as an Engineer.

• Experience with design and coding across one or more platforms and languages (e.g., Java, HTML5, JavaScript, .NET, JCL, COBOL) as appropriate.

• Knowledge of distributed (multi-tiered) systems, algorithms, and relational databases.

• Bachelor's Degree in computer science, computer engineering, or related field required.

High-Performing Behaviors

• Find opportunities to adopt creative solutions to solve production support problems.

• Keep up-to-date on current research and technology in the industry.

• Understand technical aspects of the job.

• Seek ideas and suggestions from others as appropriate.

• Demonstrate good analytical skills.

• Recognize the importance of team work to achieve objectives.

Knowledge/Skills

• Understand of Agile practices.

• Able to understand and use data structures and associated components.

• Take part in reviews of own work and reviews of colleagues work.

• Has understanding of the core tools used in business and data analysis.

• Able to understand role of the Service Desk, Incident and Problem management.

• Understanding of Service Level Management.

• Able to demonstrate analytical thinking and adaptive communication.

• Able to demonstrate problem solving.

• Understanding of the core components of application support.

• Understands and has practical experience with infrastructure technologies (e.g., IaaS, PaaS) and components like servers, jvms, databases, and networking solutions.

• Deep understanding of AXP application strategies and infrastructure strategies.

• General Network and Mid-range knowledge.

• Basic understanding of data analysis, using data to drive decisions and discussions.

• Requires excellent communication skills, as this role requires interaction with colleagues, vendors, and others, regularly.

Technology Core Competencies

• Adaptive Communication.

• Agile Practices.

• Industry and Company Knowledge.

• Organizational Change Management.

• Technical Acumen.

• Technology Industry Trends.

Game Changers

• Adaptability.

• Collaboration & Teamwork.

• Continuous Improvement.

• Courage.

• Curiosity.

• Ingenuity.

• Servant Leadership.

• Tenacity.

Role Core Competencies

Functional

• Analytics.

• Application Support.

• Business Analysis.

• Governance and Reporting.

• Incident Management.

• IT Infrastructure.

• Network Support.

• Problem Management.

• Service Level Management.

Leadership

• Analytical Thinking.

Business

• Problem Solving.

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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