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.
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

Work arrangement
Hybrid