Service Assurance Engineer - Mainframe Operations
American Express Company
London, Greater London, United Kingdom
1d ago

You’ll do more thanthe expected. You’ll do the unexpected.

Service Assurance Engineer isresponsible for providing Service Assurance for business-critical applicationsand utilities and will report to Service Delivery Director or Sr.

ServiceAssurance Engineer.

Mainframe focus :

Service Assurance - Instill aservice assurance mindset and execution to a portfolio or set of customerexperiences / journeys.

Liaise between GlobalInfrastructure : Collaborate and partner with development teams and interfacingbusiness teams.

Proficient at handling and resolvingIncidents and Events.

Drive Problem resolution and createuser stories.

Debug defects as well as developdashboards using modern monitoring tools (e.g. Dynatrace, Splunk) to enablereduction in detection time.

Effectively participate on a bridgeand escalate as part of a larger incident management process.

Function as a member of a DevOpsTeam following the agile practice to provide design inputs and operationalstandard methodologies.

Provide monitoring / oversight of keyapplication performance and capacity constraints to mitigate potentialincidents before they impact the customer.

Conduct data mining / analysisactivities to provide actionable insights to support issue identification,resolution, etc.

Monitor and measure accuracy ofinbound data feeds, data conditioning processes and work with engineeringleaders to identify and drive resolution of quality gaps.

Effectively communicate to businessand leadership on restoration.

Demonstrate the ability tocollaborate and contribute to established goals.

Influence team members with creativechanges and improvements by challenging status quo and demonstrating risktaking.

Offer of employmentwith American Express is conditioned upon the successful completion of abackground verification check, subject to applicable laws and regulations.


Experience with identifying application / infrastructure risks and mitigation strategy and the ability to work with a team to ensure risks are mitigated.

  • Experience with debugging techniques for root cause analysis of issues.
  • ITIL working knowledge : Event, Incident, Release, Problem and Knowledge Management.
  • Experience in one or more of the following : Mainframe skills include but not limited to Cobol, DB2, IMS, JCL, and familiarity with Control M.
  • Deep understanding of infrastructure technologies and components.

  • Experience with identifying Application / Infrastructure risks and mitigation strategy and ability to work with others to ensure risks are mitigated.
  • Lead and Implement plans for disaster recovery, high availability, issue mitigation, contingency, and security as needed.
  • Develop custom automation in order to streamline support processes.
  • Education& Experience :

  • University Degree in computer science, computer science engineering or related technicalexperience.
  • Skills :

  • Mainframeskills include but not limited to Cobol, DB2, IMS, JCL, and familiarity withControl M.
  • Strategicand innovative mindset, with the desire to act quickly, think critically,challenge the status quo, create innovative solutions, and drivetransformation.
  • Keepsup-to-date on current research and technology in the industry. Recognizes opportunities to adopt innovativetechnologies to enable business capabilities and strategic initiatives.
  • Demonstratescollaboration internally and externally to achieve objective.
  • Clearlycommunicates ideas, concepts and feedback to influence other Engineering teamson continual improvement initiatives.
  • Mentors andguides junior team members to succeed within the team.
  • Practicalexperience in doing both written and verbal communication effectively tomultiple levels within the organization.
  • Research andreview data mining / analysis activities to provide measurable contribution thatsupport Customer Journeys. With a focus on data driven stewardship for customerexperience and service performance.
  • Effectivelylead a bridge and escalations as part of a larger incident management process.
  • Experiencein one or more areas is a plus :

  • Performancetroubleshooting and tuning, experience implementing high availability solutionslike Always on, Clustering, Mirroring etc.
  • Experienceworking with application performance monitoring, Moogsoft or an equivalent toolto improve overall efficiency.
  • TracingExperience (OpenTracing OpenCensus)
  • Function asa Service Experience (FaaS)
  • TimeseriesDatabase Experience (Prometheus Influx DB)
  • Event StreamExperience (Kinesis Kafka)
  • JavascriptExperience
  • LoggingAggregation Experience (Splunk ELK Sumologic)
  • TracingExperience (OpenTracing OpenCensus)
  • Function asa Service Experience (FaaS)
  • TimeseriesDatabase Experience (Prometheus Influx DB)
  • DevOpsknowledge for highly-available IT infrastructure
  • Buildinglive production APIs and services.
  • Experiencewith automation development.
  • Familiarwith Agile or other rapid application development methods.
  • Hands-onexpertise with application design, software development and automated testing.
  • Why AmericanExpress?

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

    American Expresshas been making a difference in people’s lives for over 160 years, backing themin moments big and small, granting access, tools, and resources to take ontheir biggest challenges and reap the greatest rewards.

    We’ve also madea difference in the lives of our people, providing a culture of learning andcollaboration, and helping them with what they need to succeed and thrive.

    Wehave their backs as they grow their skills, conquer new challenges, or eventake time to spend with their family or community.

    And when they’re ready totake on a new career path, we’re right there with them, giving them theguidance and momentum into the best future they envision.

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

    The powerfulbacking of American Express.

    Don’t make adifference without it.

    Don’t live life without it.

    A competitive benefits offering designed tosupport our employees’ total health and wellbeing, including :

  • Health care scheme
  • Defined contribution pension plan
  • Life assurance
  • Income protection
  • Core holiday allowance with opportunity tobuy or sell additional days
  • A range of flexible benefits to choose fromdesigned to suit your lifestyle : healthcare plan options, health assessments,critical illness coverage, cycle to work, season ticket loans
  • Employee Discount Portal
  • Back up childcare / adultcare
  • Onsite facilities include; Fitness classes,Health Checks, Digital Health Kiosk, Physiotherapy, Healthy Living Nurse,Wellness Studio, Costa Coffee and subsidised staff restaurant
  • Tocomplete your application please click on the links below. However, if yourequire any assistance with the completion of this process or need anyreasonable adjustments to be made then please contact the Recruitment Team onrecruitment. aexp.comor 00800 83000038 (for Russia based candidates 810 800 83 000038).

    ReqID : 19016390

    Schedule (Full-Time / Part-Time) : Full-time

    Date Posted : Sep 5, 2019, 11 : 18 : 40 AM

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