Service Assurance Engineer – Toronto, ON

Required Skills:

• Strong Vision Plus Experience

• Strong Mainframe knowledge Mainframe (COBOL, DB2, IMS) / Account Receivable/Card Domain/Payment Gateway domain knowledge

• Excellent in verbal and written communication skills

• Expert in CMS Module

• Good Analytical and Debugging Skill

• Good understanding of ITIL (Event, Incident, Release, Problem and Knowledge Management) is critical to success.

Roles & Responsibilities:

• Accepting, investigating, and restoring the incidents within the ITSM prescribed timeline

• Liaising with upstream and downstream systems for prompt restoration of incidents

• Providing periodic communication to users on the progress of investigation. 

• Bridge Management:

• Providing end to end support for MIM reported incidents

• Scrum team would be invited to MIM Bridge as primary stake holder

Problem Management:

• Identifying repeated incidents and categorizing them into problems for root cause analysis and permanent resolution

• Creating and assigning problem records to Scrum team in ServiceNow.

Event Management:

• Working with Monitoring Team to identify the scope of onboarding new monitoring solutions

• Gathering performance statistics for services and producing SLA Report for 3rd Party Usage

• Working on proactive alerts (from monitoring tool from ECC, BMC, SFT, etc.) by liaising with respective teams to avoid application outage

• Monitoring Infrastructure, server health based on ECC reports, BMC Patrol tools.

Change Management:

• Managing scheduled maintenances including server patching and software version upgrades ensuring Amex compliance

• Participating in Enterprise Level Changes for Validation only

• Performing impact analysis and providing approvals for E2/E3 changes.

Knowledge Management:

• Documentation of known errors and known workarounds for frequently occurring issues as knowledge articles in ServiceNow

• Contributing to continuous service improvement by documenting best practices as knowledge articles in ServiceNow

• Continuous review and amendment of published knowledge articles and retiring of knowledge articles as applicable