What are the responsibilities and job description for the Service Desk Analyst position at Amex?
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way.
When you join Team Amex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. Here, you’ll learn and grow as we champion your meaningful career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague share in the company’s success.
Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to our customers, communities, and each other every day. And we’ll do it with integrity and in an environment where everyone is seen, heard and feels like they truly belong.
Join #TeamAmex and let’s lead the way together.
Assists and monitors actions to investigate and resolve incidents and problems in systems and services. Ensures the highest levels of service and system availability are attained. Assists as required, with problem identification, critical issue and the implementation of agreed remedies and preventative measures. Works closely with development teams to ensure that quality standards are adhered to during development and implementation, and contributes to Post-Implementation Reviews.
Key Responsibilities:
- Accountable to team for work in conjunction with Unit CIO organizations to resolve problems/incidents in a 24X7 Operations and ensure that standard methodologies relating to preventative maintenance are communicated and understood within the development teams across multiple platforms supported by SRE Operations - Virtual Desktop, Mobility, Windows and Mac.
- Assists in the investigation (root cause analysis) and resolution of problems in a 24X7 Operations supporting Mobility space (Bring Your Own Device and Corporate Owned Device) as well as across Virtual Desktop, Windows and Mac
- Support in the development and deployment of preventative maintenance procedures during prime time and non-prime time hours
- Leads in the development and deployment of preventative maintenance procedures
- Leads core support to Service Delivery work and meets the agreed quality standards of documentation and reporting
- Leads Disaster Recovery Testing
- Interacts with the product engineering and delivery & integration teams via assigned Retrospectives/Post-Implementation Reviews
- Contributes to continuous service improvement by maintaining assigned standard methodologies and knowledge repositories
- Communicates the status of incidents, preventative solutions and resolutions to the Service Delivery Senior Analyst and/or Service Delivery Manager/Director
As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers’ digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems. Amex offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in technology on #TeamAmex.
Experience:
- Up to 4 years of work experience in a production/service/operations supporting a Mobility environment or within a product engineering organization as an Engineer
- Experience with design and coding across one or more platforms and languages (e.g. Java, HTML5, JavaScript, .Net, JCL, COBOL) as appropriate
- Knowledge of distributed (multi-tiered) systems, algorithms and relational databases
- Bachelor’s Degree in computer science, computer engineering or related field required
Salary Range: $85,000.00 to $150,000.00 annually bonus benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.
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.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may or may not provide visa sponsorship for certain positions.
Salary : $85,000 - $150,000
