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Job Description :
- In this role you will be responsible for the Enterprise Command Centers performance on event management, troubleshooting on technical bridges, process implementation and all Operational Improvements.
- Must have a metrics-driven operational mindset, be passionate about details, make data-driven decisions and represent the ECC amidst high pressure situations in a professional manner.
Typical Activities :
- Lead operations staff in execution of daily activities
- Identify opportunities for monitoring & remediation improvement
- Provide technical leadership for team of ECC Analysts and Engineers
- Develop Continuous Service Improvement methodology to reduce/remove repeat occurrence of customer disruption
- Identify manual processes for refactoring, and processes that would benefit from automation/self-healing
- Communicate and Level set with a variety of leadership teams
- Remediate Level 1 technology issues directly through execution of standard operating procedures
- Participate and assist with service restoration and proactive bridge calls
- Support Mission Control efforts of major product launches and critical changes through monitoring and customized presentation layer
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Qualifications:
- 3+ years IT working experience in the areas of Application Performance Management and/or application monitoring
- 3+ years in network administration, system administration, or performance engineering / testing,
- 2+ years of solid enterprise level .NET or Java development/support/operations
- 2+ years of experience in web programming (JQuery, AJAX and other JavaScript frameworks)
- 4yr Degree in Computer Science, Computer Engineering or Information Technology
- Experience with application technologies (J2EE, .NET, Citrix, Microservices)
- Experience with database technologies (Oracle, DB2, MS SQL, PgSQL)
- Good understanding of distributed applications
- Good understanding of web and enterprise applications
- Ability to address complex application environments to provide customers with clear guidance on implementation strategy and potential performance improvements
- Excellent organizational/time management skills
- Must have strong interpersonal communication skills and a passion to learn new technology
- Must have excellent presentation and writing skills as well as experience with creating professional reports and deliverables
- Must be a highly motivated energetic self-starter who excels in fast-paced, dynamic, team environments and committed to getting results
- Must have Management/Lead experience in a fast paced, high pressure environment
- Must have troubleshooting skills
Desired Experience (optional) :
- ServiceNow Experience
- Moogsoft Experience
- Working in an agile/dev/ops environment
- Strong understanding of ITIL methodology
- Understanding of Network Protocols
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