Senior Service Assurance Engineer

1 month ago

Phoenix, Arizona, United States American Express Full time

You Lead the Way. We've Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Our Service Assurance Engineering team is seeking a driven, well-rounded software engineering professional to join our growing team. In this role, you will work with a multi-functional team responsibleforassessingproductionreadinessfornewapplications,features,andinfrastructure changes. You must be a self-starter Eager to learn new technology trends, and partner with the business teams to ensure technology changes do not impact our customers.

If you are an engineer with a passion for operating things and the desire to understand full stack (businessdowntoinfrastructure),andyouembracetheinstincttosupportdefects,solveandcode problems away, then this dynamic role is for you

As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers' digital lives.Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems.American Express offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source.And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development.Find your place in technology on #TeamAmex.

RoleandResponsibilities:

As a Senior Service Assurance Engineer, you will supportthe Finance team as part of the SiteReliabilityEngineeringandApplicationSupportorganization,workingcloselywithandcollaborating with all members of Operations and Engineering. They will need to have a proven track record of excellence operating independently and within a successful team environment.

Youareresponsibleformultipleactivitiesincluding:Technicaldrivenstewardshipforcustomerexperienceandserviceperformance.Effectivelyuseinnovativetechnologiesavailablein-serviceassurancetoolchaintoimprove efficiencies and customer experience.Providedesignrecommendationsforcomplexsystemsandapplications,certifycapabilitiesfor reliability, availability, and serviceability.Debugdefectsaswellasdevelopdashboardsusingmodernmonitoringtools(e.g.Dynatrace, Splunk) to enable reduction in detection time.Effectivelyleadcriticalissuecallsaspartofalargerincidentmanagementprocess.Functionasaleaderfollowingtheagilemethodologyandoperationalstandardmethodologies. LeadershipAbilitytoleadageographicallydispersedteamthatiscomposedofemployeesandcontractors located across the US, UK, and India.LiaisebetweenGlobalInfrastructure,interfacingdevelopment,ProductOwnersandother partner teams to improve performance and availability.Abilitytobuildpositiverelationshipswithyourteam,businessandtechnologypartnersto achieve established goals.Abilitytoeffectivelyinterprettechnical/businessobjectivesandchallengesandarticulate solutions.Influenceandleadteammemberswithcreativethoughtleadershipwithdatadrivenchanges 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, servicerestoration,solutionstopermanentlyresolvetoensurehighlevelsofongoingserviceor something to that nature.AbilitytoworkeffectivelywiththirdpartysuppliersandvendorsMinimumQualifications Bachelor's Degree in computer science, computer science engineering, or related experiencerequired;advanceddegreepreferred.Minimumfiveplusyearsofprogressiveexperience providing post-implementation and ongoing service assurance, as required. Required:ExtensiveknowledgeofCloud,DistributedandMainframeComputingsystemsWorkingknowledgeofJava,.Net,Unix,Databases,fullstackengineering,etc.ExtensiveknowledgeofSplunk,Dynatrace,Grafana,Prometheus,ELF,KibanaWorkingknowledgeofSoap&RestAPIExperienceinbuildingautomations(usingscripting/Ansible/Python/Javaetc.)Strongtroubleshootingandanalyticalskills Highlyproficientwithoneormoreofthefollowing:Debuggingtechniquesforrootcauseanalysis.ExpertiseinidentifyingApplication/Infrastructurerisks,mitigationstrategyandtheabilityto work well with others to ensure risks are mitigated.Experienceimplementinghighlyavailablesolutions(e.g.,alwayson,clustering,mirroring)as well as performance troubleshooting and tuning.Experiencedlevelabilityinresolvinganddetailingincidentsbyusinginnovativeengineering practices.Proactivelylookingbeyondtheobviousforcontinuousimprovementopportunities.Establishtechnicalrequirementsbasedonindustrytrendsandnewtechnologies.ITILandAgileknowledge.ExperiencewithdebugginginfrastructuralandDatabase(MongoDB,Oracle,Db2,Couchbase etc.) related issues.ExperiencewithusingCICDtools(Jenkins,GitHubetc.)Experienceinreducingthe"toil"demonstratingsolidsitereliabilityengineeringskillsWorkingknowledgeofOneAmex,OneData,Kafka Preferred:Abilitytoseamlesslyleadadiverse,globalmulti-siteteamwithinamatrixedsettingAbilitytohandlehighpressuresituations,especiallyonmajorimpactbridges(EMIMbridges)AbilitytocreateandprovideclearandconciseleadershipcommunicationsExperiencewithDevOpsorFullStack,operatinghighlyavailableITinfrastructureandbuilding live production APIs and services.Proficiencywithautomationdevelopment.ExperienceworkinginanAgile,CI/CDtoolchainorotherrapidapplicationdevelopment methods.Hands-onexpertisewithapplicationdesign,softwaredevelopmentandautomatedtesting.SQLknowledgeExposuretoMachineLearningand AI.ConceptualEnterprisearchitectureknowledge. Salary Range: $110,000.00 to $190,000.00 annually + bonus + benefits The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors. 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 6% Company Match on retirement savings plan Free financial coaching and financial well-being support Comprehensive medical, dental, vision, life insurance, and disability benefits Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 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 For a full list of Team Amex benefits, visit our Colleague Benefits Site. 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. US Job Seekers/Employees - Click here to view the "Know Your Rights" poster and the Pay Transparency Policy Statement. If the links do not work, please copy and paste the following URLs in a new browser window: to access the three posters.

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

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