Manager - Tech Ops Engineering

#4th in Great Place to Work's Best Company To Work For 2025

#10th in Fortune Magazine's 2025 World's Most Admired Companies

#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers

Top GBS Employers for the Philippines by the Everest Group

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.

How will you make an impact in this role?

We are seeking talented and motivated Engineers to join our team to play a key role in driving application support and runtime operations for a suite of applications aligned to the customer experiences. The ideal candidate demonstrates strong technical experience and has passion for the reliability and performance of critical business applications. The candidate is responsible to provide technical consultation and strategic recommendations and quickly assess and remediate complex platform availability issues. This is an opportunity to utilize strong technical skills and aptitude to exceed customer experience and expectations while using American Express Products and Services.

As a part of the Technology team, we make collaboration essential to bring ground-breaking and diverse ideas to life to power the systems, services, products, and platforms for our customers across the globe.

Responsibilities:

• Provide hands-on support for the runtime operation of our applications, ensuring high availability and performance, drive Mean Time to Restore service level targets.
• Participate in incident response and root cause analysis efforts to ensure the stability and resilience of the applications.
• Collaborate with software engineering and infrastructure teams to troubleshoot and resolve runtime issues, including performance bottlenecks, scalability challenges, and system failures.
• Contribute to the design and implementation of monitoring, alerting, and logging solutions to proactively identify and address potential runtime issues.
• Work closely with cross-functional teams to understand the application architecture and provide input on runtime and operational requirements early in the software development lifecycle.
• Support and monitoring of software across test, integration, and production environments using Continuous Integration and Continuous Delivery tools, e.g., Jenkins, etc.
• Automate deployments in test or production environments using standard
• Explores new automation techniques to refine the agility, speed and quality of engineering initiatives and efforts
• Contribute to the development and maintenance of runtime automation and tooling to streamline operational processes, improve efficiency, and reduce toil.
• Drive automation and ensure automated test scripts are completed for new features.
• Manage time effectively and work independently and as part of a team.
• Mentor peers and demonstrate a passion for continuous learning environment for the team.
• Good attitude, communication, willingness to learn and collaborate.
• Bring a culture of innovation, ideas, and continuous improvement.
• Challenging status quo, demonstrate risk taking, and implement creative ideas.

Minimum Qualifications:
- Bachelor's Degree or equivalent in computer science, computer science engineering or related technical experience.
- Experience with troubleshooting techniques for root cause analysis of issues.
- Experience working with monitoring tools - application performance monitoring, AIOps or an equivalent tool to improve overall efficiency.
- Solid understanding of ITIL (Event, Incident, Release, Problem and Knowledge Management) is critical to success.
- Excellent problem-solving and troubleshooting abilities, focused on understanding, and resolving runtime issues quickly.
- Practical experience with implementation of system integration solutions, such as, APIs and Data integration layers (Batch & Real-Time).
- Experience with Continuous Integration and Continuous Delivery environment and platforms, such as GIT, Maven, and Jenkins
- Experience in one or more of the following: Networking, Linux/Windows, Mainframe, Middleware, Databases, cloud.
- Experienced in a Preferred Programming languages like Java
- Soft skills – analytical thinking, curiosity, continuous learning and improvement attitude.
- Proficient in both Japanese and English (writing and verbal)
- Japanese language proficiency of JLPT level N1(preferred) to N3 required.
- Flexible, engaged and pro-active team player
- Flexible to shifts hours (working in the day) and work during public holidays whenever necessary
- A customer centric, "Can do" attitude & willing to go beyond as a great service provider
- Proven track record of executing responsibilities with the utmost integrity - highly credible individual who can build trust across stakeholder groups.

Preferred Qualifications:

• 8+ years of applicable experience.
• Working knowledge in Splunk and TCP Packet level analysis.
• Knowledge of Authorization/File Processing, NeMo, GAN/GIG, Network, Clearing and Settlement, SPLUNK, CAS, ServiceNow, SFT (any / all) a plus.
• Payments industry experience, including knowledge of payments regulations and its impact on payment networks, issuers or acquirers/payment aggregators.
• Knowledge of Payment Gateways like Zengin
• Administration of Windows Servers
• Knowledge on PowerShell Scripts
• Good working experience in Load balancers, DNS, DHCP networking technologies.
• Familiar with SFT/MoveIT tools
• Exposure in networking OSI Stack, Cloud technologies, software development in Load balancers, DNS/DHCP and automation.
• Exposure to encryption technologies like CICLOCK and Japanese Character Code

Leadership Skills:

• Ability to lead a geographically dispersed team that is composed of colleagues and contractors located across multiple locations.
• Liaise between Global Infrastructure, interfacing development, Product Owners, and other partner teams to improve performance and availability.
• Ability to build positive relationships with your team, business, and technology partners to achieve established goals.
• Highly motivated, self-starter with a high level of personal accountability able to manage multiple priorities with a sense of urgency
• Promote open, positive and effective communication and cooperation among team members, colleagues and stakeholders with high integrity.
• Ability to effectively interpret technical/business objectives and challenges and articulate solutions.
• Influence and lead team members with creative thought leadership with data driven changes and improvements by challenging status quo and demonstrating risk taking.
• Demonstrate the ability to effectively communicate to internal business clients and all levels of leadership on each facet of issue handling including (but not limited to): issue identification, service restoration, solutions to permanently resolve to ensure high levels of ongoing service or something to that nature.

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig

• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)

• Work From Home Requirements:

• Must have at least 25 mbps internet connection plan / speed

• Must have a private & quiet area to work at home

• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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.

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