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. As part of Team Amex, you'll experience this 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.

How will you make an impact in this role?

American Express is seeking a highly skilled Senior Engineer to join the Global Merchant & Network Services Operations (GMNSO) team. GMNSO plays a meaningful role in supporting over 250 functions globally by serving as the Level 2 contact point for external merchants, partners, and third-party processors, as well as internal teams.

In this role, you will take ownership of complex production support issues spanning areas such as authorizations, file transfers, interactive applications, and certificate management. You will play a critical role in building strong relationships with merchants, partners, and third-party processors and collaborate closely with them to identify, troubleshoot, and resolve production impacts. You will partner with global multi-functional teams to resolve incidents and provide a direct specialized interface for our external customers, with a specific focus on supporting the Japan market.

 

 Responsibilities (may include but are not limited to):

Provides production support to the end-to-end flow of authorizations and file transfer, acting as a key interface between external customers and Amex teams including all levels of leadership Provides key relationship management and acts as a critical interface for production support issues acting as an interface between internal teams and external customers (merchants, partners, third-party processors). Attends service restoration bridges and drives/performs research, restoration, and root cause analysis of issues impacting production and provide related communications to business and technology leadership Will identify issues and partner with development teams to update code and define appropriate test conditions to validate upon deployment. Work daily to maintain the resiliency, performance, and availability of business-critical applications and capabilities. Identify and remove toil while continuing to drive efficiency and optimization. Accountable to customers (internal and external) to resolve issues from simple to complex. Will work closely with team members during US and India hours to manage team workloads for the global market. Will require some on call coverage during nights and weekends.

Minimum Qualifications:

Native level Japanese speaking and English (verbal and written) is critical. Degree in Computer Science, Network, Engineering or related field or relevant experience. 5-8 years of operations experience providing direct production/engineering support and development. Experience in network or application support. Experience with incident management processes and tools. Determined with strong multitasking, collaboration, and organizational skills. Able to prioritize urgent tasks, with a demonstrated attention to detail. Thrives in a dynamic environment under minimal supervision within the framework of the team. Strong analytical skills with the ability to learn complex processes, flows and tools and apply them in real time toward timely impact resolution.

 Preferred Qualifications: 

Experience in Application support in cloud-based environment. Experience with distributed (multi-tiered) systems, algorithms, and relational databases Experience with monitoring tools (e.g. Splunk, Grafana, Kibana, Elastic, Logstash) Basic knowledge of infrastructure technologies and components

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

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