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Senior Technical Account Management – Engineer

Senior Technical Account Management – Engineer

AMEXMinato-ku, Tokyo, Japan
10 days ago
Job description

Job Description

Work Location Options :

Hybrid

At American Express, our culture is built on a 175-year history of innovation, shared 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 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 and acts as an interface between Internal / External technical support teams regarding numerous critical functions.

This Team Member will be responsible for managing and driving complex issues related, but not limited to : Authorizations, File Transfer, GNS Interactive applications, acquisitions, and certificate management.This role includes ownership of incidents end-to-end, driving resolution across American Express technical teams and across / in conjunction with our external Merchants, Partners and Third Party Processors.This Team Member will directly interact with these external customers Globally with a key focus being within the Japan Market and in such, this position requires Oral and Written Fluency in Japanese and English.

Responsibilities (may include but are not limited to) :

  • This Team Member :
  • Will drive resolution, perform Root Cause Analysis and communicate issues related to the American Express Global External Customer base.
  • Will provide a key interface between External Customers and Amex Technology and Business Teams including all levels of Leadership.
  • Will have the ability to adapt to ever-evolving processes and tools, to change in general.
  • Will be critical in driving issues to resolution through detailed research of cause / effect and identifying opportunities to reduce mean time to detect / resolve impacts.
  • Will be required to build In-depth knowledge of and provide support of critical systems
  • Monitor, track and document daily metrics / issues in accordance with established guidelines.
  • Is accountable to customers (internal and external) to drive / resolve technical issues from simple to complex.
  • Is accountable for completion of tasks and deliverables with a focus on detail, quality and efficiency.
  • Is required to integrate with and work closely with Team Members in US and India hours to manage Team workloads for the global market.
  • Will identify issues and work closely with Development Teams on the code fix and define appropriate test conditions to validate upon deployment.
  • Will require some on call coverage

High Performance Behaviors :

  • Recognizes opportunities to adopt innovative technologies to enable business capabilities
  • Keeps up to date on current research and technology in the industry
  • Recognizes the importance of and seeks out collaboration opportunities to achieve objectives
  • Builds strong relationships with key business and technology Teams including external Partner and Merchant Teams.
  • Clearly communicates ideas and concepts to others, including leadership
  • Leads / performs work effectively and acts on own initiative without being prompted
  • Provides / Receives constructive feedback to / from team members
  • Drives creative change & continuous improvements
  • Explores new automation opportunities and techniques to refine the agility, speed and quality of production support and engineering initiatives / efforts
  • Gathers and analyzes metrics from both operating systems and applications to assist in performance tuning, issue identification and observability opportunities

    • Minimum Required Qualifications :

  • Native level fluency in Japanese and business fluency in English (both written and oral)
  • Degree in Computer Science, Network, Engineering or related field or >

    • 8 years specifically relevant experience.

  • 8-12 years of applicable experience.
  • Self-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 team.
  • Strong analytical / troubleshooting skills with the ability to learn complex processes, flows and tools and apply them in real time toward timely impact resolution.
  • Experience in driving / participating in complex projects with tight timelines and cross Team / Org collaboration. (Project Management / Heavy Project involvement / Change Validation)
  • Ability to build followership, leading people and situations even with no direct Leadership / Reports.
  • Strong people skills / relationship building skills with the ability to influence without direct authority.
  • Ability to identify anomalies / trends to identify and resolve issues as well as working with required Teams to implement observability and automation tools.
  • Professional and courteous oral and written communication skills with the ability to communicate complex technical messages / requirements effectively based on Audience.
  • Excellent soft skills including Active Listening, Self-Control, Positivity, Assertiveness, Conflict Resolution, Empathy, Depersonalization & Personal Accountability.

    • Preferred Qualifications

  • Experience in Agile methodologies; Working knowledge of TCP Packet level analysis.

    • The person in this role will partner with another Team Member in support of the Japan Market (Primarily) and in such, working hours will start early and end early for one Team Member while starting a little later and ending a little later for the other.

    In the event of an emergency, a Team Member may be asked to help work through a large impact issue outside of normal work hours - This should be infrequent.

    Work hours (Subject to Change) Monday through Friday :

    A : 7 : 00 15 : 30 (4 days) / 7 : 00-15 : 00 (1 day)

    B : 10 : 30 - 19 : 00(4 days) / 11 : 00-19 : 00 (1 day)

    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.

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    Technical Management • Minato-ku, Tokyo, Japan