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.
This role is reports to Director – Storage operations and is primarily responsible to provide 24/7 operations across multiple storage technologies in both private and public clouds. This role is also responsible for driving key initiatives working with Sr Engineers in the team and proactively drive key initiatives.
Job Responsibilities:
Manage availability, monitoring, support and maintenance of infrastructure.
Front end and be the focal for first line of customer support for various servicing channels that includes - Meetings, E-mails, Slack, and various tools-based engagement.
Improve the overall servicing framework, with tools and automation to deliver SLA measured operational tasks, self-service capabilities, monitoring, as well as new capabilities enhancing customer experience, productivity, and overall availability of infrastructure systems.
Manage ITSM activities that includes EMIM & incident management, SLA based tickets closure, Change management, Service Requests, Event management, PRB opening, Hardware break-fixes etc.
Responsible for backups as per schedules, coverage, and success metrics. Handle all customer requests for data restore as per SLAs.
Manage capacity & performance health-checks, reporting and availability of infrastructure systems, including active system monitoring and management.
Drive infrastructure issue resolution support, including problem analysis and development of problem circumvention solutions. Strong trouble-shooting skills are preferred.
Ensure infrastructure is managed and operated in accordance with AXP policies and standards, including Security Compliance.
Work with vendors in HW failures/troubleshooting product issues and managing customer bridges.
Note: Schedule may be a non-standard work week to ensure24x7 coverage.
Qualifications:
Bachelor's degree in computer science or related disciplines; or equivalent bachelor's degree in a related engineering field
At least 6-8 years of working knowledge in Storage/Compute related technologies
Deeper understanding on Compute/Network technologies will be a benefit.
Strong working experience on Incident/Problem management processes
Excellent communication and presentation skills
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
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
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
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.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.