Service Delivery Engineer – Site Services International

Location: Chennai, Tamil Nadu

Work Mode: Hybrid (On-site 3 days/week)

About American Express

At American Express, we empower individuals and businesses to progress with confidence. When you join Team Amex, you become part of a global and diverse community dedicated to supporting customers, communities, and colleagues.

We recognize and reward contributions, leadership, and impact. Together, we strive to provide world-class customer experiences with integrity, inclusivity, and collaboration.

Join Team Amex, and let’s lead the way together!

About the Role

The Site Services International Team is responsible for ensuring seamless and effective workplace technology for our colleagues. We aim to eliminate tech-related barriers while delivering exceptional customer service.

We are looking for a Service Delivery Engineer in India to support the deployment of world-class digital experiences for colleagues and engineering teams globally. This role offers access to cutting-edge tools in a fast-paced, innovative environment.

Key Responsibilities

Technical Responsibilities:

Support infrastructure implementations, deployments, and technologies related to dynamic infrastructure platforms.
Troubleshoot capacity and availability issues, including moves/adds/changes.
Perform core technical duties, including server software installation and configuration.
Identify and resolve infrastructure compatibility issues based on system architecture and project requirements.
Handle major incidents, high-priority calls, and escalations efficiently.
Plan and support streaming events and deployments of enterprise IT solutions.

Service Delivery & Process Management:

Work closely with the Senior Service Delivery Manager to deliver high-quality service.
Ensure all service delivery work meets documentation and reporting standards.
Assist in problem-solving and preventive maintenance procedures.
Drive continuous service improvement by maintaining best practices and knowledge repositories.
Maintain asset management and ensure timely repair of devices as per warranty guidelines.
Record, track, and update issues using a service management tool.

Collaboration & Innovation:

Collaborate with cross-functional teams to resolve customer issues effectively.
Identify and embrace innovative technologies to improve service delivery.
Contribute to technical design/implementation documentation.
Participate in test planning and execution to ensure smooth rollouts.
Draft knowledge management articles with resolutions and workarounds.

Required Qualifications & Experience

3-5 years of hands-on experience in a similar role, managing operating systems and network protocols.
Strong expertise in:
- Windows OS & Mac OS.
- Active Directory & Group Policy management.
- Office 365 centralized deployments and release management.
- MDM (Mobile Device Management) & JSS for Android/Apple iOS.
- WSUS patching and remediation.
Basic knowledge of:
- Corporate network topologies.
- Firewalls and VPN technologies.
Experience supporting enterprise EUC (End-User Computing) applications and toolsets.
Experience deploying and supporting desktop images and applications.
Practical experience using Agile methodologies.

Preferred Qualifications:

University degree in Computer Science, Information Systems, or a related field.
Microsoft & Apple certifications are a plus.

Why Join American Express?

We invest in our employees' well-being, career growth, and financial stability.

Benefits & Perks:

Competitive base salary with bonus incentives.
Financial well-being programs and retirement support.
Comprehensive health insurance (medical, dental, vision, life, and disability benefits).
Flexible work models (hybrid, onsite, or virtual, depending on role and business needs).
Paid parental leave and family-friendly policies.
On-site wellness centers (staffed with medical professionals, depending on location).
Confidential mental health support through the Healthy Minds program.
Career development and training opportunities.

Equal Opportunity Employer

American Express is an equal opportunity employer and makes employment decisions without regard to race, gender, religion, sexual orientation, disability, veteran status, or any other legally protected status.

Employment is subject to successful background verification, in compliance with applicable laws and regulations.