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.