Mgr-Tech Ops Engineering

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BURGESS HILL, WEST SUSSEX, United KingdomJob Function: Technology OperationsSchedule: Full timeWorkplace: HybridCareer Area: TechnologyCompany: American ExpressDescriptionThe 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.ResponsibilitiesProvides 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 LeadershipAttends service restoration bridges and drives / performs technical research, restoration and RCA of / for issues impacting production and provide related communications to business and technology leadershipWill identify issues and work closely with Development Teams on the code fix and define appropriate test conditions to validate upon deploymentWork daily to maintain the resiliency, performance and availability of business-critical applications / capabilitiesIdentify and remove toil while continuing to drive efficiency and optimizationAccountable 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 marketWill require some on call coverageHigh Performance Behaviors:Keeps up to date on current research and technology in the industryBuilds strong relationships with key business and technology Teams including external Partner and Merchant Teams.Clearly communicates ideas and concepts to others, including leadershipLeads / performs work effectively and acts on own initiative without being promptedProvides / Receives constructive feedback to / from team members positivelyExplores new automation opportunities and techniques to refine the agility, speed and quality of production support and engineering initiatives / effortsA proactive approach to spotting problems, areas for improvement, and performance bottlenecksQualificationsMinimum qualifications:Oral and Written fluency in English is a mustDegree in Computer Science, Network, Engineering or related field or >8 years specifically relevant experience8-12 years of Technical / Operations experience providing direct production / engineering support / developmentExperience in Network and/or application supportExperience with Monitoring tools (e.g. Splunk, Grafana, Kibana, ELF/ELK)Experience with Incident management processes / toolsKnowledge of / Experience in Application support in cloud-based environmentKnowledge of / Experience with distributed (multi-tiered) systems, algorithms, and relational databasesBasic knowledge of infrastructure technologies and componentsSelf-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 teamStrong analytical / troubleshooting skills with the ability to learn complex processes, flows and tools and apply them in real time toward timely impact resolutionExperience in driving / participating in complex projects with tight timelines and cross Team/Org collaborationAbility to build followership, leading people and situations even with no direct Leadership / ReportStrong people skills / relationship building skills with the ability to influence without direct authorityProfessional and courteous oral and written communication skills with the ability to communicate complex technical messages/requirements effectively based on AudienceExcellent soft skills including Active Listening, Self-Control, Positivity, Assertiveness, Conflict Resolution, Empathy, Depersonalization & Personal AccountabilityPreferred qualificationsWorking 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. About the TeamAt 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.