SD Analyst II

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Job Description

Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.
We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.


Function Description:

Bridge / Communication analyst’s function is primarily focused on facilitating Technical Restoration on Bridges & sending Effective Communications to customers / key stakeholders, based on escalations from Business Customers, Relationship Managers, Help Desk Analysts, or Production Support technicians, dependent on the type of technology failure. 

The coordination efforts may require a combination of support from American Express Technologies and its 3rd party partners.

Bridge Facilitators leverage a variety of industry and proprietary tools for performing escalation paging, coordinating leadership escalation, documenting bridge activities, scribe real time bridge details and publishing real time / post-incident Service Disruption Updates / reports.

Focus of scribe function is to document the timeline of actions taken during service restoration, ensure all important decisions taken during the bridge are captured for post-incident and ensure real time notes on Enterprise Major Incident Management Portal.

The function of communication analyst is to understand and documents real time business impacts, determine tier of business impacts, create draft different types of communication for leadership consumption and publish multiple updates through different channels



Purpose of the Role: 

Manage and drive Enterprise level Major Incident bridges effectively, perform scribe role to document real-time details on bridge and publish real-time / post incident communications /reports



  • 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: 19020204
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 15, 2019, 11:00:20 AM