Senior Service Assurance Engineer / Global Technology Operation Services (Phoenix, AZ)

| Phoenix – Mesa – Scottsdale, AZ
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You Lead the Way. We've 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 we're 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 what's possible - and we're 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.

Role and Responsibilities:

As a Service Assurance Engineer, you will support Global Technology Operation Services, working closely with and collaborating with all members of Operations and Engineering. He or she will need to have a consistent track record of excellence operating independently and within a high performing team environment.

You are responsible for multiple activities including:
  • Technical driven stewardship for customer experience and service performance.
  • Effectively use innovative technologies available in-service assurance tool chain to improve efficiencies and customer experience.
  • Provide design recommendations for complex systems and applications, certify capabilities for reliability, availability, and serviceability.
  • Debug defects as well as develop dashboards using modern monitoring tools (e.g. Dynatrace, Splunk) to enable reduction in detection time.
  • Effectively lead critical issue calls as part of a larger incident management process.
  • Function as a leader following the agile methodology and operational standard methodologies.


Leadership
  • Ability to lead a geographically dispersed team that is composed of employees and contractors located across the US, UK, and India.
  • Liaise between Global Infrastructure, interfacing development, Product Owners and other partner teams to improve performance and availability.
  • Ability to build positive relationships with your team, business and technology partners to achieve established goals.
  • Ability to effectively interpret technical/business objectives and challenges and articulate solutions.
  • Influence and lead team members with creative thought leadership with data driven changes and improvements by challenging status quo and demonstrating risk taking.
  • Demonstrate the ability to effectively communicate to internal business clients and all levels of leadership on each facet of issue handling including (but not limited to): issue identification, service restoration, solutions to permanently resolve to ensure high levels of ongoing service or something to that nature.
  • Ability to work effectively with third party suppliers and vendors


We back our colleagues with the support they need to thrive, professionally and personally. That's 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.

In order to work in or visit any of our offices in the United States, we require colleagues to be fully vaccinated against COVID-19.

Bachelor's or Master's Degree in computer science, computer science engineering, or related experience required; advanced degree preferred. Minimum five plus years of progressive experience providing post-implementation and ongoing service assurance, as required.

Required:

Highly proficient with one or more of the following:
  • Distributed (multi-tiered) systems, large scale infrastructure and design involving Java, J2ee, API's (Rest, Soap), React technologies & Spring framework.
  • Cloud technologies
  • Experience in building and using for debug monitoring dashboards using various tools (Splunk, Dynatrace, ELF, Kibana)
  • Debugging techniques for root cause analysis.
  • Expertise in identifying Application/Infrastructure risks, mitigation strategy and the ability to work well with others to ensure risks are mitigated.
  • Experience implementing highly available solutions (e.g. always on, clustering, mirroring) as well as performance troubleshooting and tuning.
  • Experienced level ability in resolving and detailing incidents by using innovative engineering practices.
  • Proactively looking beyond the obvious for continuous improvement opportunities.
  • Establish technical requirements based on industry trends and new technologies.
  • ITIL and SDLC knowledge.
  • Experience with debugging infrastructural and Database (MongoDB, Oracle, Db2, Couchbase etc.) related issues.
  • Experience with using CICD tools (Jenkins, GitHub etc.)
  • Experience in building automations (using scripting/Ansible/Python/Java etc.)


Preferred:
  • Experience with DevOps or Full Stack, operating highly available IT infrastructure and building live production APIs and services.
  • Proficiency with automation development.
  • Experience working in an Agile, CI/CD toolchain or other rapid application development methods.
  • Hands-on expertise with application design, software development and automated testing.
  • SQL knowledge
  • Exposure to Machine Learning and AI.
  • Conceptual Enterprise architecture knowledge.


Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.
More Information on American Express
American Express operates in the Fintech industry. The company is located in New York, NY and New York, NY. American Express was founded in 2022. It has 73317 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 229 open jobs at American Express, click here.
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