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  • yashmaroli

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

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