Lead Technical Support Analyst

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

Lead Technical Support Analyst

Role Summary

The Application Support Lead ensures quality service and operational performance meets or exceeds expectations. Actively participate in the support structure for Merchant Technologies applications. Responsible for documenting and resolving service tickets in a timely manner according to the Service Level Agreement (SLA).

This role requires technical knowledge, adaptability, great customer service, hands on execution as well as a strong drive for maintaining the application availability and resiliency. Responsible for availability, latency, performance, efficiency, change management, monitoring, emergency response, and capacity planning. The role will support the business stakeholders and their strategic projects through creation, experimentation, implementation, and integration of new and existing technologies and tools for data analysis, model development and other advanced analytics needs.

Essential Functions

• Provide Level 2 & 3 Application Support for all applications within Projects.

• Leads and develops a highly technical team supporting production support on a day-to-day basis.

• Manages resource allocation within the team on a day-to-day basis.

• Understands client’s current needs. Communicates with other technical and business teams on day-to-day work and project delivery. Works to support and develop positive relationships between teams. May represent the team on client calls, translating technical explanations and resolutions into business terms.

• Support and monitor various business/IT applications, batch jobs and infrastructure components as part of an application support team providing coverage from multiple regions

• Recommend and assist with developing improvements around support processes, tools, standards and the overall performance and level of support provided by the Support team

• Manage all aspects of application support, including intake and triage of incidents, tasks, and any other user requests or escalations

• Follow standard ITSM processes for Incidents, Problems, Changes.

• Ensure timely resolution of daily production issues within the defined SLAs

• Apply problem solving skills to attempt to debug, identify and resolve issues before escalating to the next level of support

• During an incident, lead the effort to triage and mitigate.

• Work with cross functional teams to provide operational support and coordinate with business teams on new or existing issues

• Maintaining and updating technical documents and procedures

• Work closely with development to integrate new releases into live environments and provide knowledge transfer to support team

• Preparing maintenance plans and upgrading schedules for the organization’s systems

• Coordinate with various teams and help resolve service desk tickets for all issues, analyze root cause and assist in efficient resolution of all production processes.

• Coordinate with IT groups and internal Business Units to ensure effective application services to ensure reliability of all applications.

• Supports a continuous improvement mindset. Manages recommendations for improvements and encourages the team to do likewise.

• Analyze all business processes and ensure compliance to all controlled processes according to business requirements.

• Manages work and projects on a day-to-day basis of a team supporting Apigee & Java based applications. Tracks and acts upon work progress. Reviews and audits the technical work of members of the team. May manage work undertaken by contractors or third parties. Ensures compliance with development and other processes.

• Works within established compliance and governance procedures. Supports team members with compliance issues. Ensures that application development and production support processes and practices are compliant with corporate and regulatory standards (both domestic and international)

• Will create a healthy maintenance cycle for existing solutions to ensure they are up to date and leverage full solutions

• Properly communicate both written and verbally all issues and resolution actions

• Develop and maintain professional relationships with all stakeholder &product team and provide support as needed

• Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.

• Utilize available performance improvements tools to offer suggestions that will increase system and application functionality

• Retrofitted automated Alerts and Monitoring for critical applications to create Incident tickets in the ticketing system tool and to display on the Executive DashBoard

• Not an exhaustive list; other duties as assigned.

Skills/technical knowledge

• Overall 8-12 years of relevant experience

• Experience with ITIL, ITSM and Change Management

• ITIL or other service oriented certification strongly preferred

• Working knowledge of Apigee, Java, Linux/Unix, Apache servers

• Working experience with GCP (Google Cloud Platform) services like BigQuery and Dataflow

• Experience with GCP Pub/Sub, Datastore, BigQuery, AppEngine, Compute Engine, Cloud SQL, Memory Store, Redis etc is preferred

• Experience with SQL and NO-SQL databases

• Experience with API Gateways - Datapower, APIM , Apigee etc is preferred

• Knowledge of cloud coding languages such as Python or Linux/Unix scripting skills

• DevOps and CI/CD experience using Jenkins

• Ability to debug and analyze web server and java & Apigee application logs

• Ability to troubleshoot complex issues involving multiple systems

• Ability to understand business complexity and application interdependencies

• Scripting and automation experience, Automate tasks to reduce manual efforts

• Well versed with payment systems and procedures

• Well Versed with production support activities and ITIL processes

• Having prior experience in mentoring people is an advantage.

• Provides the technical direction of the assigned work components for a product, platform or project.

• Provide expertise in resolving complex problem

• Knowledge of ITSM tools, e.g. Service Manager etc

• Possess a strong attention to detail and the ability to maintain a high standard of work

• Good communication and interpersonal skills

• Possess high level of personal accountability and ownership of the role

• Must be ready to work in rotational shifts and weekend on-call, if needed

Other Duties

• Work in an Agile environment

• Work in a highly matrixed environment

• Will collaborate with other teams to focus on innovation and automation solutions.

Global Payments Inc. is an equal opportunity employer.

Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.