Job Details

Description

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.

American Express is seeking an experienced professional to join the Global Merchant & Network Technology Services (GMNTS) team as an Associate, Technology Operations Support. The team responsibilities include supporting authorization transaction connections and more than 250 unique functions globally. The GMNTS team is the First Point of Contact for Merchants, Third Party Processors (TPPs) and Global Network Services (GNS) Partners and acts as an interface between Internal/External technical support teams having to do with Authorizations, Connectivity, and Secure File Transfer.

Additional team responsibilities include the identification, balancing and mitigation of problematic files, maintenance of system tables, and oversight of mainframe batch delivery.

Responsibilities (may include but are not limited to):

• Act as the first point of contact for merchants, partners, and internal teams when technical issues arise.

• Monitor real-time alerting, incidents, email and phone calls related to authorizations, connectivity, and secure file transfer issues.

• Perform initial triage to either resolve the issue or identify the impacted systems and processes and begin escalations with appropriate L2/SRE teams.

• Ensuring the appropriate documentation and communication protocols are adhered to.

• Liaise with internal business, technical teams, and leadership to drive progress throughout outages.

• Identify areas of opportunity and implement solutions that will improve the identification, response time, alerting accuracy, and customer satisfaction.

• Communicate issues and impacts to all levels of leadership, engineering teams, and business partners as appropriate.

• Support the end-to-end receipt and delivery of all aspects of batch AR & AP ensuring controls and deliverables are met.

Minimum Qualifications:

• Experience working with monitoring tools - application performance monitoring, AIOps or an equivalent tool to improve overall efficiency.

• ITIL solid understanding: Event, Incident, Release, Problem and Knowledge Management.

• Must have strong 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 a team.

• Strong people relationship skills and the ability to influence without authority.

• Strong Analytical skills: troubleshooting, issue identification and the ability to quickly grasp process/data/transaction flows and downstream effects.

• Strong oral and written communications skills are required – Bilingual Spanish a plus.

• Excellent soft skills: Curiosity, Assertiveness, Conflict Resolution, Taking Responsibility

• Demonstrated proficiency in the systems and processes supporting: Transaction Authorizations, Connectivity, SFT, CAS, ITSM, Control M, and Unitech.

Preferred Qualifications:

• Preferred degree in Computer Science, Network, Finance, or related field with 3 years of experience in Technology roles

• Preferred experience with incident solutioning and providing root cause analysis to support the reduction of repetitive incident creation.

• Experience in technology for the banking and payments industries

Qualifications

Salary Range: $80,000.00 to $120,000.00 annually bonus benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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

• 6% Company Match on retirement savings plan

• Free financial coaching and financial well-being support

• Comprehensive medical, dental, vision, life insurance, and disability benefits

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

• 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy

• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Job: Technology

Primary Location: US-Arizona-Phoenix

Schedule Full-time

Req ID: 25017404