Service Assurance Engineer I

You Lead the Way. We ve Got Your Back.

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 lets lead the way together.

Site Services International are a team of problem-solvers, relationship managers, customer service experts, communicators, educators, technicians, analysts, engineers, project managers, facilitators, doers, thinkers and all-around helpful people.

Our purpose is to ensure that Amex workplace technology works seamlessly and effectively. We strive to put colleagues at the centre of everything we do by maintaining the smooth running of the tech infrastructure, removing tech-related barriers and points of friction whilst providing impeccable customer service.

We have a fantastic open role based in India for a Service Delivery Engineer, who will support our deployment of world class experiences for colleagues & engineering teams globally. This role will have access to cutting edge tools, engage with a progressive team, whilst working in a fast-faced environment where thinking outside of the box is championed.

Key Responsibilities

• Reporting into the Senior Service Delivery Manager a key stakeholder and working closely to deliver goals
• Ensures that Service Delivery work meet the agreed quality standards of documentation and reporting
• Assists in problem solving of issues and undertakes the development and deployment of preventative maintenance procedures
• Adds to continuous service improvement by maintaining standard methodologies and knowledge repositories.
• Performs all technical aspects to supports infrastructure implementations, deployments and technologies related to dynamic infrastructure platforms
• Responsible for troubleshooting capacity and availability issues, various moves/adds/changes
• Contribute to creation of technical design/implementation documentation
• Participates in test planning and execution
• Fix infrastructure compatibility issues based on system architecture, project requirements, customer expectations, etc
• Recognise opportunities to embrace innovative technologies
• Interact with members of other technical teams to ensure customer issues are dealt with thoroughly and effectively
• Create draft knowledge management articles for QA with resolutions and workarounds
• Record, track and update call information on a service management tool
• Handling escalations and solving problems including major incidents and high priority calls
• Ensure robust process and check points followed to make sure asset management work meet the agreed quality standards of documentation and reporting.
• Ensure the quality and timely repair of the devices as per the warranty guidelines.
• Plan and support streaming events
• Perform core technical duties to support infrastructure implementations, deployments and technologies related to dynamic infrastructure platforms.
• Participate in troubleshooting capacity and availability issues, various moves/adds/changes, server software installation and configuration.

Minimum Qualifications

• 3-5 years of hands-on experience in similar role with a variety of operating systems & network protocols
• Practical application using Agile or other rapid application development methods
• Prior experience performing as an Engineer within a product engineering organisation
• Specific technical knowledge of Windows and/or IOS
• Expert Active Directory and Group Policy knowledge
• Expert Windows OS skills and knowledge
• Expert MAC OS skills and knowledge
• WSUS patching and remediation experience.
• Excellent Android/Apple iOS skills and experience with MDM and JSS
• Expert Knowledge of Office 365 centralized deployments and release management
• Basic knowledge of corporate network topologies
• Basic knowledge of Firewalls and VPN technologies
• Experience in use and support of EUC applications and enterprise EUC management toolsets
• Experience of deploying and support of desktop images and applications to enterprise managed EUC estates

Preferred Qualifications

• University Degree in Computer Science, Information Systems, or another related field
• Microsoft & Apple accreditations

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