Associate Technology Operations Engineering

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 Association Tech Ops Engineering. 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.

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.

(may include but are not limited to)

This team member

• 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)

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

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

• 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.

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

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

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

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

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

• 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

• Oral and written fluency in Japanese and English.
• Degree in Computer Science, Network, Engineering or related field or >8 years specifically relevant experience.
• 8-12 years of 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: Experience in Agile Methodologies.
• Nice to Have: Working knowledge in Splunk and TCP Packet level analysis.
• Nice to Have: Knowledge of Authorization/File Processing, NeMo, GAN/GIG, Network, Clearing and Settlement, SPLUNK, CAS, ServiceNow, SFT (any / all) a plus.

This is a Hybrid Role with 3 days in Tokyo Office per week required.

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.

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