Senior Service Assurance Engineer

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 responsible for assessing production readiness for new applications, features, and infrastructure 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 (business down to infrastructure), and you embrace the instinct to support defects, solve and code 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.

Role and Responsibilities:

As a Senior Service Assurance Engineer, you will support the Finance team as part of the Site Reliability Engineering and Application Support organization, working closely with and collaborating 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.

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

Minimum Qualifications

Bachelor'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:

• Extensive knowledge of Cloud, Distributed and Mainframe Computing systems

• Working knowledge of Java, .Net, Unix, Databases, full stack engineering, etc.

• Extensive knowledge of Splunk, Dynatrace, Grafana, Prometheus, ELF, Kibana

• Working knowledge of Soap & Rest API

• Experience in building automations (using scripting/Ansible/Python/Java etc.)

• Strong troubleshooting and analytical skills

Highly proficient with one or more of the following:

• 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 Agile knowledge.

• Experience with debugging infrastructural and Database (MongoDB, Oracle, Db2, Couchbase etc.) related issues.

• Experience with using CICD tools (Jenkins, GitHub etc.)

• Experience in reducing the "toil" demonstrating solid site reliability engineering skills

• Working knowledge of One Amex, One Data, Kafka

Preferred:

• Ability to seamlessly lead a diverse, global multi-site team within a matrixed setting

• Ability to handle high pressure situations, especially on major impact bridges (EMIM bridges)

• Ability to create and provide clear and concise leadership communications

• 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.

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.

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