b Overview /b p In this Sr Engineer II role, you provide direct production support for the Global Merchant Network Service Operations, focusing on authorizations, file transfers, and GNS applications. You act as a critical interface between external customers and Amex technology teams, lead incident restoration and RCA, and drive improvements in resiliency and efficiency across global platforms. You collaborate with cross-functional teams to resolve issues and push automation to reduce toil, delivering reliable, scalable production support for a worldwide merchant network. /p b Responsibilities /b ul li Provide direct technical/production support for end-to-end authorizations and file transfer /li li Interface with external customers and Amex tech/business teams including leadership /li li Attend service restoration bridges and perform technical research, restoration, and RCA /li li Identify issues and coordinate with development teams to validate fixes and test conditions /li li Maintain resiliency, performance, and availability of critical applications /li li Reduce toil and drive efficiency through optimization and automation /li li Coordinate global team workloads across US and India hours /li li On-call coverage as required /li /ul b Key requirements /b ul li 8-12 years of technical/operations experience in production/engineering support /li li Experience in network and/or application support /li li Experience with monitoring tools (e.g., Splunk, Grafana, Kibana, ELF/ELK) /li li Experience with incident management processes/tools /li li Knowledge of cloud-based application support /li li Knowledge of distributed multi-tier systems, algorithms, and relational databases /li li Basic knowledge of infrastructure technologies /li li Strong multitasking, collaboration, and organizational skills /li li Excellent analytical and troubleshooting abilities /li li Ability to communicate complex technical messages to diverse audiences /li li Proactive problem-solver with ownership mind-set /li li Experience with cross-team, cross-organization projects /li /ul ul li strong written and verbal communication /li li relationship building /li li ability to influence without direct authority /li li monitoring and observability using Splunk, Grafana, Kibana /li li incident management workflows /li li cloud-based application support /li /ul
Mgr-Tech Ops Engineering employer: American Express
American Express is an exceptional employer located in Burgess Hill, West Sussex, offering a dynamic hybrid work environment that fosters innovation and collaboration. With a strong focus on employee growth, mentorship, and cutting-edge technology, team members are empowered to develop their skills in AI and engineering while contributing to meaningful projects that shape the future of commerce. The inclusive work culture values every voice, ensuring that your contributions have a real impact on both customers and the community.
