Application Support Site Reliability Engineer (ID: 24010330)

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.

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.  American Express 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.

How will you make an impact in this role?

Enterprise Identity App Support (AS)

Enterprise Identity is the gateway to American Express online experience. We at Enterprise Identity AS partner with Product, Engineering, SRE & Program teams in building online identity capabilities, that leaves a lasting world class experience with our customers. Enterprise Identity AS team focusses on high availability, resiliency and stability of mission critical capabilities that involves American Express Logon, Open Authorization for Open Banking, SORs for product agnostic customer identities like Product Registry, Profile and Secondary Authentication systems like One Auth, AuthN+ and Verification Services. With focus on high availability, upwards of 99.999%, the team operates 365/24/7 from US & India providing coverage using follow the sun model, all with a common goal to deliver an exceptional customer experience every day. 

How will you make an impact in this role?

Enterprise Identity AS is responsible for 24x7 Production Support for Customer Identity and Access Management capabilities

AS assists operations support of critical American Express security applications and infrastructure in conjunction with monitoring, solving, tuning system issues and debugging of application during run time.

Responsibilities:

• Proactively work on automated alerts, incidents towards resolving customer and system issues
• Conduct root cause analysis and resolution of problems for Enterprise Identity Applications.
• Participates in the development and deployment of preventive maintenance procedures.
• Contributes to the team's strategy to meet the agreed quality standards of documentation and reporting adhering to Service Delivery requirements.
• Triaging and troubleshooting application and system issues.
• Work with the SMEs and leads to implement resiliency measures for the application and platform.
• Participates in Disaster Recovery Testing.
• Participates with the product engineering and delivery & integration teams via Retrospectives/Post implementation Reviews to ensure quality standards are adhered to during development and implementation.
• Contributes to continuous service improvement by maintaining standard methodologies and knowledge repositories.
• Actively participates in status of incidents, preventive solutions and resolutions to the SRE Director.
• Handling executive escalations reported via incidents, driving production incident resolution calls collaborating with multiple stakeholders

Minimum Qualifications:

• Bachelor’s degree in computer science or related field.
• Good understanding on Information technology service management (ITSM) concepts.
• Experience in production support/service delivery/ operations support environment. Good to have a security background with stress on authentication and cyber security
• Hands on in coding in JSON, Java, HTML5, JavaScript, Unix Shell Script. 
• Hands on experience with observability monitoring toolset with servers and application performance tools (Eg. Splunk, ELF, Dynatrace or other open source tools)
• Building APIs and micro services and experience working with application performance monitoring
• 3+ years of experience in all aspects of designing, developing, managing system automations using scripting/Ansible/Python/Java etc.) and AI operations systems.

Salary Range: $70,000.00 to $135,000.00 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.

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 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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.

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.