Job Type: Analyst from home
Location: Arizona work from home
Company: American Express

Responsibilities:

• Drive various enterprise-level large incidents in your role as a service delivery analyst in collaboration with various American Express technology teams, business partners, and other technology vendor partners.
• Engage and escalate as needed to technical teams and leadership in a timely manner.
• Examine point-in-time service disruption alerts in accordance with EMIM policies and procedures, and make sure they are promptly published in a high-quality manner.
• EMIM team, Director-on-Duty (DOD), senior leadership, and other stakeholders work together effectively.
• Ensure that any modifications to operational processes and procedures are implemented effectively.
• Make that EMIM processes and procedures documentation is always up to date.
• Identify and promote opportunities for process optimization and automation within EMIM.
• challenges the existing quo by displaying excellent thinking leadership, inventive problem-solving, and effective decision-making abilities.
• To move forward on our roadmap, assist leadership with proactive alignment of any strategy, processes, tools, or methodologies with all of the stakeholders.
• Possibility of team development and upskilling through regular mentoring, feedback, and trainings

Requirements:

Important Elements for Success

• Strong management, governance, and driving skills across a variety of technical towers, portfolios, and applications for large incidents.
• A strong background in service management, a broad understanding of technologies, and awareness
• The capacity to influence technical troubleshooting discussions to yield a quicker workaround
• Strong communication skills—both verbal and written—to create high-quality executive updates
• Excellent situational leadership skills and the capacity to effectively manage and coordinate priorities under duress

Previous Experience

• 2+ years of expertise in technical support, significant incident management, IT Help Desk, Service Desk, IT Operations, DevOps, Application
• Support, and/or Production Support, among other jobs
• Prior experience managing big incidents at the enterprise level, outstanding communication skills (oral and written), and a track record of advancing processes
• A plus is having prior experience managing or leading a team.

Academic History:

• Computer science or information technology as a prerequisite for an engineering bachelor’s degree

Technical Competencies/Skills:

• Strong expertise in at least one of the following areas: programming languages, virtualization, backups & restores, networks, storage, software development & support, and operating systems.
• Application specialization or certification in a technical field, such as CCNA, CCNP, MCSA, ITIL, or service management, is desired.
• Well-versed in technology monitoring tools like Splunk and ticketing tools like ServiceNow Leadership Behaviors / Capabilities:
• Ability to define what winning looks like; ability to prioritize enterprise thinking; ability to build the best team; ability to be a good team player; ability to seek and provide coaching; ability to communicate frequently, candidly, and clearly; ability to make decisions quickly; ability to make collaboration essential; ability to define what winning looks like; strong analytical and problem-solving skills; and ability to meet or exceed customer expectations.

Salary: $59,400 to $89,100 a year plus bonuses and benefits

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