Senior Technical Account Management – Engineer

You Lead the Way. Weve Got Your Back.

With the right backing people and businesses have the power to progress in incredible ways. When you join Team Amex you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers communities and each other. Here youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits programs and flexibility that support you personally and professionally.

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) Organizationas a Sr Engineer. This Team is responsible for providing a voice to our external Merchants and Global Network Service (GNS) Partners providing direct Production Support and includes support of more than 250 unique functions globally. The GMNSO Team is an escalation / level 2 Point of Contact for Merchants Third Party Processors (TPPs) and Global Network Services (GNS) Partners as well as Teams across American Express Technologies and Business and acts as an interface between Internal/External technical support teams with regards to numerous critical functions.

At American Express youll be recognized for your contributions leadership and impactevery colleague has the opportunity to share in the companys success. Together well win as a team striving to uphold our company values and powerful backing promise to provide the worlds best customer experience every day. And well do it with the utmost integrity and in an environment where everyone is seen heard and feels like they belong.

This Team Member will be responsible for managing and driving complex issues related but not limited to: Authorizations File Transfer GNS Interactive applications acquisitions and certificate management. This role includes ownership of incidents end-to-end driving resolution across Amex technical teams and across / in conjunction with our external Merchants TPPs and Partners. This Team Member will directly interact with Merchants GNS Partners and TPPs Globally with a key focus being within the Japan Market and in such this position requires Oral and Written Fluency in English and Japanese.

Responsibilities (may include but are not limited to):

This Team Member:

o Will drive resolution perform Root Cause Analysis and communicate issues related to the American Express Global Merchant Partner and TPP base. (U.S. Canada Latin America EMEA and JAPA)

o Will provide a key interface between Merchants/Partners/TPPs and Amex Technology and Business Teams including all levels of Leadership.

o Will have the ability to adapt to ever-evolving processes and tools to change in general.

o Will be critical in driving issues to resolution through detailed research of cause/effect and identifying opportunities to reduce mean time to detect/resolve impacts.

o Will be required to build In-depth knowledge of and provide support of critical systems (Payment Network CAS Network SFT etc.)

o Monitor track and document daily metrics / issues in accordance with established SLAs.

o Is accountable to customers (internal and external) to drive / resolve technical issues from simple to complex.

o Is accountable for completion of tasks and deliverables with a focus on detail quality and efficiency.

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

o Will identify issues and work closely with Dev and SRE Teams on the code fix and define appropriate test conditions to validate upon deployment.

o Will require some on call coverage

High Performance Behaviors:

• Recognizes opportunities to adopt innovative technologies to enable business capabilities
• Keeps up to date on current research and technology in the industry
• Recognizes the importance of and seeks out collaboration opportunities to achieve objectives
• 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
• Drives creative change & continuous improvements
• Explores new automation opportunities and techniques to refine the agility speed and quality of production support and engineering initiatives / efforts
• Gathers and analyzes metrics from both operating systems and applications to assist in performance tuning issue identification and observability opportunities

Minimum Qualifications

• Oral and written fluency in Japanese and English.
• Degree in Computer Science Network Engineering or related field or 8-12 years of specifically relevant/applicable experience
• 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. (Project Management / Heavy Project involvement / Change Validation)
• Ability to build followership leading people and situations even with no direct Leadership / Reports.
• Strong people skills / relationship building skills with the ability to influence without direct authority.
• Ability to identify anomalies / trends to identify and resolve issues as well as working with required Teams to implement observability and automation tools.
• 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

• Experience in Agile Methodologies.
• Working knowledge in Splunk and TCP Packet level analysis.
• Knowledge of Authorization/File Processing NeMo GAN/GIG Network Clearing and Settlement SPLUNK CAS ServiceNow SFT (any / all) a plus.
• Proficiency in Korean language

This is a shift work and the hours may vary periodically according to customer support coverage;
will also be required to provide support in case of an emergency out of business hours.

Shift examples:
A: 7:00 15:30 (4 days)/7:00-15:00 (1 day)
B: 10:30 - 19:00(4 days)/11:00-19:00 (1 day)
typically weekday shift

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical financial and mental health through each stage of life. Benefits include:

• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check subject to applicable laws and regulations.