Mgr-Tech Ops Engineering

The Enterprise Technology Services organization partners with every part of the American Express business to power the company’s growth and innovation with trust and efficiency, and drive competitive differentiation with speed. We support the delivery and operations of technology, digital, and data capabilities, platforms, and services globally. Specifically, our team is responsible for the company’s technology engineering, architecture, and infrastructure, providing 24x7 support to ensure an uninterrupted, high-quality experience for customers and colleagues. We also provide product management for core enterprise platforms, and lead technology risk and information security, enterprise data governance and platforms, digital product and design, and enterprise AI platforms on behalf of the company.

American Express is seeking an experienced self-driven professional to join the Global Merchant & Network Service Operations Team (GMNSO), part of the Global Payment Network (GPN) Organization as a Sr Engineer II. This Team is responsible for giving a voice to our external Customers and providing direct Production Support to Merchants, Partners and Third-Party Processors for more than 250 unique functions globally. The GMNSO Team is an escalation / level 2 Point of Contact / Escalation for external customers as well as Teams across American Express including Technologies and Business for Production Support issues and acts as an interface between Internal/External technical operations teams in support of numerous critical functions.

This Team Member will be responsible for managing and driving complex Production Support issues related, but not limited to: Authorizations, File Transfer, GNS Interactive applications and certificate management. This role includes a deep technical knowledge across and end-to-end flow and ownership of incidents, driving resolution across American Express technical teams and across / in conjunction with our external Merchants, Partners and Third-Party Processors.  This Team Member, working with Team Members across the Globe, will provide a direct technical interface for external customers Globally.

Responsibilities

• Provides direct technical / production support to the end-to-end flow of authorizations and file transfer, acting as a key interface between External Customers and Amex Technology and Business Teams including all levels of Leadership

• Attends service restoration bridges and drives / performs technical research, restoration and RCA of / for issues impacting production and provide related communications to business and technology leadership

• Will identify issues and work closely with Development Teams on the code fix and define appropriate test conditions to validate upon deployment

• Work daily to maintain the resiliency, performance and availability of business-critical applications / capabilities

• Identify and remove toil while continuing to drive efficiency and optimization

• Accountable to customers (internal and external) to drive / resolve technical issues from simple to complex.

• Is required to integrate with and work closely with Team Members in US and India hours to manage Team workloads for the global market

• Will require some on call coverage

High Performance Behaviors:

• Keeps up to date on current research and technology in the industry

• Builds strong relationships with key business and technology Teams including external Partner and Merchant Teams.

• Clearly communicates ideas and concepts to others, including leadership

• Leads / performs work effectively and acts on own initiative without being prompted

• Provides / Receives constructive feedback to / from team members positively

• Explores new automation opportunities and techniques to refine the agility, speed and quality of production support and engineering initiatives / efforts

• A proactive approach to spotting problems, areas for improvement, and performance bottlenecks

Qualifications

Minimum qualifications:

• Oral and Written fluency in English is a must

• Degree in Computer Science, Network, Engineering or related field or >8 years specifically relevant experience

• 8-12 years of Technical / Operations experience providing direct production / engineering support / development

• Experience in Network and/or application support

• Experience with Monitoring tools (e.g. Splunk, Grafana, Kibana, ELF/ELK)

• Experience with Incident management processes / tools

• Knowledge of / Experience in Application support in cloud-based environment

• Knowledge of / Experience with distributed (multi-tiered) systems, algorithms, and relational databases

• Basic knowledge of infrastructure technologies and components

• Self-driven with strong multitasking, collaboration and organizational skills, the ability to prioritize urgent tasks, demonstrated attention to detail, and the ability to thrive in a dynamic environment under minimal supervision within the framework of the team

• Strong analytical / troubleshooting skills with the ability to learn complex processes, flows and tools and apply them in real time toward timely impact resolution

• Experience in driving / participating in complex projects with tight timelines and cross Team/Org collaboration

• Ability to build followership, leading people and situations even with no direct Leadership / Report

• Strong people skills / relationship building skills with the ability to influence without direct authority

• Professional and courteous oral and written communication skills with the ability to communicate complex technical messages/requirements effectively based on Audience

• Excellent soft skills including Active Listening, Self-Control, Positivity, Assertiveness, Conflict Resolution, Empathy, Depersonalization & Personal Accountability

 

Preferred qualifications

• Working knowledge of Networking (e.g. Flow of application messages, TCP Packet level analysis)

 

Considerations for sponsorship:  

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions. 

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• 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