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.

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.