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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 I 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.

Responsibilities:

• 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

• Degree in Bachelor of Engineering/Technology
• 5+ 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 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
• 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.

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.

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.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e. 2 doses for Moderna/Pfizer and 1 dose for J&J) and, for medically eligible* colleagues, a booster shot, in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.

*Booster eligibility: The CDC has established guidelines for when adults are eligible to receive booster shots depending on when they completed their initial vaccine series (currently five months after the Pfizer-BioNTech and Moderna vaccines, and two months after the J&J Vaccine). If you have completed your primary vaccine series but have not yet reached your booster eligibility date, you will be able to come into the office; however, you will need to complete your booster within 30 days of becoming eligible to continue coming in and participating in company-sponsored in-person events.

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