Job Description

Description - External 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. 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. We’ll support you with an open environment and learning culture to grow your career. Role: Service Delivery Analyst II Functional roles: Bridge Facilitator, Communication Analyst and Scribe 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 Delivery Analyst II Role Description: Service Delivery Analyst – 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

Education & Experience: Academic Qualification:

• Degree in Bachelor of Engineering/Technology

Past Experience:

• 3+ years of experience in one or more roles such as major incident management, 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

Technical Skills/Capabilities:

• Good understanding on any 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

Leadership Behaviors / Capabilities:

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