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Senior Service Assurance Engineer II

American Express

Location: Greater London

Job Type: Full time

Posted

Be brave, not perfect.
- Reshma Saujani

You won’t just keep up, you’ll break new ground.

We are looking for a Senior Service Assurance Engineer to join Digital Data AIML and provide Service Assurance for business critical applications and utilities. This role will report to the Service Delivery Director or Service Assurance Director. Our Engineers drive organizational improvements as it pertains to Event, Incident, Problem, Knowledge Management and DevOps. The Senior Service Assurance Engineer will be focused on performance optimization, availability and continuity planning as well as influencing team members using creative thought leadership, data driven improvements, challenging status quo and demonstrating calculated risk taking.

Key Responsibilities

Service Assurance:

  • Debug defects as well as support the development of dashboards using modern monitoring tools (e.g. Dynatrace, Splunk) to enable reduction in detection and recovery time
  • Function as a member of a DevOps Team following the agile methodology to provide design inputs and operational best practices.
  • Partner with development team for service performance and adhere to Logging standards/repository
  • Effectively lead a bridge and escalations as part of a larger incident management process
  • Perform analysis for scaling applications to adequately meet performance for projected volumes
  • Provide architectural/design recommendations and certify capabilities for reliability, availability and serviceability
  • Liaise between Global Infrastructure, Engineering Directors/Managers, interfacing development, Product Owners and other Stakeholder teams
  • Employ data driven approach for customer experience and service performance
  • Effectively use innovative technologies available in-service assurance tool chain to improve efficiencies and customer experience
  • Identify self-healing and automation opportunities and ensure an appropriate solution is designed and orchestrated
  • Experienced/expert at handling and in resolving/managing Incidents and Events
  • Lead Problem resolution efforts and represent SO teams in PI sessions and encourage problem prioritization
  • Conduct data mining/analysis activities to provide actionable insights to support strategic initiatives
  • Monitor and measure accuracy of inbound data feeds, data conditioning processes and work with Engineering leaders to identify and promote self-healing capabilities and other preventative measures
  • Facilitates the resolutions of non-application issues (3rd party upstream issues, infrastructure issues, storage, database, network, file transfer etc.)

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

Scope of Impact/Influence

  • Provide service assurance to a portfolio or set of customer experiences/journeys
  • May be assigned to handle different functions (Command Center, Service Assurance, and Bridge Management) within the Organization

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Required Experience:

  • Deep ITIL knowledge: Event Management, Incident Management, Change Management, Problem Management and Knowledge Management
  • Expertise in identifying Application/Infrastructure risks, mitigation strategy and the ability to work with others to ensure risks are mitigated
  • Experience with one or more of the following:
    • Industry tools for predictive analysis.
    • Distributed (multi-tiered) systems, large scale infrastructure and design.
    • Debugging techniques for root cause analysis.
  • Expert level ability in resolving and documenting incidents by using innovative engineering practices, while monitoring the overall SLAs
  • Performance Troubleshooting and tuning, experience implementing high availability solutions like Always on, Clustering, Mirroring etc
  • University Degree in computer science, computer science engineering, or related experience required; advanced degree preferred. Five plus years of progressive experience providing post-implementation and ongoing service assurance, as required

Preferred Experience:

  • DevOps or Full Stack experience: experience with operating highly available IT infrastructure and building live production APIs and services
  • Experience with automation development
  • Familiar with CICD Tools or other rapid application development methods
  • Hands-on expertise with application design, software development and automated testing
  • Exposure to Machine Learning and AI

High-Performing Behaviors:

  • Strategic and innovative mindset, with the desire to react quickly, think critically, challenge the status quo, create innovative solutions, and drive transformation
  • Collaborates and positively influences team members, Technology partners and vendor resources with creative solutions for continuous improvements
  • Acknowledges team member contributions and inspires others to demonstrate professional excellence
  • Able to thrive in a fast paced, changing and ambiguous work environment
  • Clearly communicates ideas and concepts to others
  • Manage Technology resource requirements to ensure appropriate balance between tactical and strategic demands
  • Manages relationships between Technology and suppliers to ensure service levels are monitored and followed, as indicated in terms of agreement

Required Knowledge/Skills:

  • Deep understanding of infrastructure technologies in one or more of the following: networking, Linux/Windows, mainframe, middleware, databases, cloud, etc
  • Expertise in ITIL knowledge: Event Management, Incident Management, Change Management, Problem Management and Knowledge Management
  • Knowledge of leading and implementing plans for disaster recovery, high availability, ability to mitigate issues, contingency, and security as needed
  • Experience developing custom automation to streamline support processes
  • Hands on experience with monitoring, configuration and utilization of modern techniques

Technology Core Competencies:

  • Adaptive Communication
  • Agile Practices
  • Industry and Company Knowledge
  • Organizational Change Management
  • Technical Acumen
  • Technology Industry Trends

Game Changers:

  • Adaptability
  • Collaboration & Partnership
  • Continuous Improvement
  • Courage
  • Curiosity
  • Ingenuity
  • Servant Leadership
  • Tenacity

Role Core Competencies

Technical:

  • Emerging Technologies
  • Event, Incident & Problem Management
  • DevOps
  • Performance Optimization Availability & Execution of Business Continuity activities

Functional:

  • Performance Management
  • ITIL-event, incident, problem, knowledge management
  • Business Analysis
  • Data Management
  • Release and Deployment

Leadership:

  • Analytical Thinking
  • Building High Performance Teams
  • Coaching and Mentoring
  • Decision-making
  • Executive Presence
  • Influence and Negotiation

Business:

  • Business Product Knowledge
  • Problem Solving

Why American Express?

There’s a difference between having a job and making a difference.

Amex have been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards. We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

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. 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.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.

To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com