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.

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 of #TeamAmex.

The Service Assurance Engineer serves as a key member of the Digital Workplace Content Management Team and is responsible for providing Service Assurance for business-critical applications and utilities. Drive organizational improvements as it pertains to Event, Incident, Problem, Knowledge Management and DevOps. Colleagues should also be focused on performance optimization, availability and continuity planning. Influence team members using creative thought leadership, data driven improvements, challenging status quo and demonstrate calculated risk taking

Digital Workplace (DW) is a part of the organization that provides tools and services to American Express colleagues.

Service Assurance

• Liaise between Global Infrastructure, collaborate with development and partner interfacing teams.
• Effectively lead a bridge and escalate as part of a larger incident management process.
• Function as member of the Digital Workplace Content Management Team following operational standard methodologies.
• Drive communication between Global Infrastructure, Engineering Directors/Managers, interfacing development, Product Owners and other Stakeholder teams.
• Expertise in resolving/managing Incidents and Events handling and resolving expertise and managing end-to-end Problem resolution including collaboration with Development

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.

Education:

• Bachelor’s Degree in computer science, computer science engineering, or related experience required; advanced degree preferred.

Experience:

Required:

• M365 suite of products including OneDrive, SharePoint, Office, Outlook, OneNote
• Debugging techniques for root cause analysis.
• Expert level ability in resolving and documenting incidents by using innovative engineering practices, while monitoring the overall SLAs.
• Five plus years of progressive experience providing post-implementation and ongoing service assurance, as required.
• ITIL knowledge: Event Management, Incident Management, Change Management, Problem Management and Knowledge Management.
• Experience in identifying Application/Infrastructure risks, mitigation strategy and the ability to work with others to ensure risks are mitigated.

Preferred:

• Performance Troubleshooting and tuning, experience implementing high availability solutions like Always on, Clustering, Mirroring etc.
• DevOps experience: experience with operating highly available IT infrastructure

Salary Range: $85,000.00 to $150,000.00 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 work arrangements and schedules with hybrid and virtual options with Amex Flex
• 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.

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.

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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