Senior Analyst, Infrastructure, Enablement, & Information Security
American Express · Posted Oct 12
Banking, credit card, payment network, and travel services
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About the role
The Global Partner & Operational Support group is American Express's global third-party Center of Excellence for Voice & Chat Servicing and Marketing, driving customer experience through strategic partnerships across Marketing, Partner CEN Voice & Chat, Fraud, Merchant, Membership Rewards Fulfillment, Amex Assurance Company, Amex Loans, and Partner Strategy Management & Oversight. The team works across network and voice infrastructure, partner platform integration, data and risk governance, information security, and AI-enabled servicing. This role strengthens the network, data, and platform capabilities supporting Global Servicing partners, enabling secure integrations, resilient operations, and faster onboarding, while governing the responsible use of generative AI and automation across the partner ecosystem.
What you will do
- Secure, scalable partner integrations across global servicing operations and multiple lines of business.
- Stronger platform, data, risk, and operational governance aligned with American Express standards for security, compliance, and operational excellence.
- AI-enabled servicing using generative AI, and automation that improves resilience, productivity, and onboarding speed.
- Support secure, reliable network, voice, application, and data integrations between American Express and partner platforms, including configuration, validation, and monitoring of LAN/WAN connectivity, routing, firewalls, and secure integrations.
- Support infrastructure components related to voice servicing platforms and VoIP technologies, including troubleshooting issues impacting voice channels and network-based servicing capabilities.
- Define requirements, validate readiness, coordinate testing, and resolve production issues for partner onboarding and servicing launches.
- Monitor performance, data integrity, and resilience across partner integrations, driving improvements in scalability and operational efficiency.
- Support system testing and partner connectivity validation, including integration readiness and user acceptance testing, coordinating defect resolution related to infrastructure or connectivity issues.
- Investigate and troubleshoot production incidents impacting partner connectivity or integrations.
- Support third-party risk assessments, audits, vulnerability remediation, continuity planning, and enterprise compliance across partner network integrations and connectivity.
- Collaborate with Information Security, Risk, and Compliance teams to remediate vulnerabilities or control deficiencies, and support business continuity/disaster recovery planning and readiness validation.
- Govern partner use of generative AI, and AI agents, including use cases, approvals, controls, and risk documentation, ensuring alignment with American Express information security and responsible AI standards.
- Advance AI and automation initiatives from discovery through deployment with human oversight and measurable business outcomes, partnering with product and engineering teams on automation opportunities.
- Translate technical needs into clear decisions and documentation across engineering, product, operations, security, risk, and partner teams.
- Identify opportunities to improve platform governance, integration oversight, and operational workflows.
Skills used in this role
What the employer is looking for
- Self-directed learner and problem solver: we will train you on our specific technology stack, but you must bring strong execution, accountability, and comfort navigating ambiguity.
- A track record of delivering on timelines, even under shifting priorities, with strong personal accountability and organizational skills.
- Experience supporting enterprise networks, system integrations, platform operations, or partner technology environments.
- Working knowledge of network infrastructure, security, data governance, risk, and third-party oversight.
- Strong analytical, documentation, organizational, and stakeholder communication skills.
- Practical experience using Copilot, generative AI, AI agents, or automation to improve productivity.
Preferred qualifications
- Experience with global partner ecosystems, BPO platforms, contact center technologies, or VoIP.
- Familiarity with PCI DSS, SOC 2, NIST, ISO 27001, third-party reviews, audits, or resilience planning.
- Experience evaluating and scaling Copilot, generative AI, AI agents, or automation with governance and value measurement.
Benefits and support
- 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
About American Express
American Express Company is a globally recognized multinational financial services corporation specializing in payment cards, travel-related services, and network banking. Founded in 1850, the company provides charge and credit cards, expense management products, and merchant services to consumers, small businesses, and large corporations worldwide. It operates a proprietary payments network known for its premium customer engagement and lifestyle rewards programs.
- Industry
- Banking
- Company size
- 76800 employees
- Founded
- 1850-03-18
- Location
- New York City, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Information Officer and Executive Vice President
Chief Colleague Experience Officer
Chief Marketing Officer
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