SD Analyst I

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Job Description

Why American Express?

There’s a difference between having a job and making a difference.
American Express is entering into a technology transformation phase driven by opportunities to modernize legacy platforms, and explore modern software to be on the leading edge of the payments industry. American Express is looking for strong leaders to be part of high performing teams that will build and support our next generation platforms. If you have the talent and passion to drive innovation and deliver at a rapid pace, with deep hands on experience in areas of real-time, highly available, cloud-native application development, join our engineering teams to transform our systems. 
Your primary responsibility is to lead the development of our next generation distributed platform, aligning resources and delivery with business growth and diversification, while significantly improving service quality and cost-effectiveness. We expect the individual to be innovative and energetic with strong communications skills.



            Coordination of Situation Management Bridges for American Express Technologies and 3rd party Technology partners and vendor-managed Business partners.

            Effective & Timely Communication to customers and key stakeholders on regular basis.

            Adherence to published Escalation, Bridge Management Guidelines (BMG's) and Remediation processes.

            Creation and maintenance of updates as per Bridge Management Guidelines (BMG’s) for all supported infrastructure / applications to expedite timely remediation of technology issues

            Ensure technical support team circumvention strategy documentation remains fully current

            Support the accurate and consistent maintenance of technical and leadership escalation routines through quarterly audits and continuous validation during remediation efforts,

            Coordination of paging and escalation routines for Technical Restoration Bridges.

            Senior Leader notification during major disruptions to provide pager or call updates on identified Disruption activities.

            Publication of Service Disruption Notification document summary of outages provided to Technology / business leaders for incident timings, known business impacts, high level overview of key events, and engaged owners for initial problem analysis.

            Global Technical Restoration process alignments - Review/Revise variances in escalation routines from a global view (US/EMEA/JAPA).  Work towards aligned problem severity definitions, escalation hierarchy routines and disruption reporting processes.

Critical Factors to Success:

            Manage diverse Major Incident Bridges effectively for technical capabilities across Mainframe, Distributed, Interactive, Network for infrastructure and application components

            Strong verbal and written communication skills to create effective draft and publish point in time updates

            Strong facilitation skills across support teams

            Ability to work and coordinate priorities well under pressure

            Ability to think creatively



Past Experience:

            5+ years of experience in driving enterprise level major incidents bridges across distributed/cloud/mainframe technology verticals in reputed organization

            Strong communication skills -  verbal and written communication, related to Enterprise Major Incident Management

            Strong understanding of managing / exceeding customer expectations

            Good understanding of technology verticals 

            Strong relationship management

Academic Background:

            Bachelor of Engineering (Computer Science/Information Technology)

Functional Skills/Capabilities:

            Strong Problem Management foundation

            Diverse technical awareness across Mainframe, Distributed, Interactive, Network infrastructure and application components

            Strong verbal and written communication skills

            Strong facilitation skills across support teams

            Ability to work and coordinate priorities well under pressure

            Ability to think creatively

Technical Skills/Capabilities:

            Good knowledge and understanding of multiple technology platform such as Mainframe, Network, Cloud, Distributed, technology infrastructure, etc.


Knowledge of Platforms:

            Good awareness and understanding of multiple technology platforms such as mainframe, cloud, distributes technology and technology infrastructure verticals

            Preferred hands on knowledge of ServiceNow platform

            Good working knowledge of Slack and Skype

            Good knowledge of Microsoft technologies / products

Behavioral Skills/Capabilities:

            Enterprise Leadership Behaviors

            Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective

            Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential

            Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage .

ReqID: 19017443
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Dec 4, 2019, 7:57:51 AM