L2 Production Support

Associate – Tech Ops Engineering

Phoenix, AZ

Contract

Mid-level (8+ years)

Job Description

American Express is seeking an experienced professional to join the Global Merchant and Network Service Operations (GMNSO) team as an Associate – Tech Ops Engineering.

The team is responsible for more than 250 unique functions globally with a heavy emphasis on authentications, authorizations, file transfers and connectivity.

The GMNSO team is an End-to-End team that supports Merchants, TPP’s, GNS Partners, Merchant Plugins (MPI’s), Access Control Servers (ACS), acting as an interface between Internal/External technical support teams.

Requirements

Responsibilities:

• •Provide second level technical support and interface with Business teams on the Global SafeKey End-To-End environment (Proprietary & GNS).
• •Responsible for managing and driving complex issues involving some or all the following areas: Authorization, Authentication, File Transfer, GNS applications, Partner onboarding, and certificate management.
• •End-to-end ownership of incidents, driving resolution across Amex technical teams in conjunction with external Merchants, TPP’s, GNS Partners, Merchant Plugins (MPI’s), Access Control Servers (ACS).
• •The ability to adapt to ever-changing processes and tools.
• •Escalate and drive internal and external teams in the identification and resolution of impacts to End-To-End flows.
• •In this production support role, Team Members are expected to highlight issues, research cause/effect/RCA, and solution opportunities for improvement or controls.
• •In depth knowledge and support of established processing requirements.
• •Proficiency in using multiple systems, tools and platforms to support a Global Customer Base.
• •Monitor, document, and track daily file transfer processing in accordance with established SLAs.
• •Demonstrate increased self-reliance and accountability to achieve individual and team goals.
• •Influence Team members with creative ideas, changes and improvements by challenging the status quo and demonstrating risk taking.
• •Accountable to customers (internal and external) to partner closely to resolve technical issues.
• •Accountable to team, customers and Amex for quality of work.

Required Experience and Knowledge:

• •Required: Degree in Computer Science, Network, Engineering, or related field or >8 years of specifically relevant experience.
• •Required: Professional and courteous oral and written communication skills with the ability to communicate complex technical messages/requirements effectively based on audience.
• •Required: Excellent soft skills including active listening, self-control, positivity, assertiveness, conflict resolution, empathy, depersonalization, and personal accountability.
• •Required: Ability to identify anomalies/trends to identify and resolve issues, as well as working with required teams to implement observability and automation tools.
• •Required: Self-driven with strong multitasking, collaboration, and organizational skills; ability to prioritize urgent tasks; demonstrated attention to detail; and ability to thrive in a dynamic environment under minimal supervision within the framework of the team.
• •Required: Strong analytical/troubleshooting skills with the ability to learn complex processes, flows, and tools and apply them in real time toward timely impact resolution.
• •Required: Experience in driving/participating in complex projects with tight timelines and cross-team/org collaboration (Project Management / Heavy Project involvement / Change Validation).
• •Required: Ability to build followership, leading people and situations with no direct leadership/reports.
• •Required: Strong people skills/relationship-building skills with the ability to influence without direct authority.

Desired Experience, Skills and Knowledge:

• •Nice to Have: Experience in American Express technologies.
• •Nice to Have: Working knowledge in application support, Splunk, Grafana, networking, and TCP packet-level analysis.