Operations 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.

Summary of This Role

Responsible for monitoring the health of systems and technical infrastructure to ensure optimal stability and processing performance. Works closely with technical, business, and application support teams during the resolution of technical issues. Performs problem determination and analysis, executing and/or coordinating corrective action as needed. Responsible for the monitoring oversight of specific technical environments, to include coordinating timely resolution of Events and Incidents while ensuring proper communication and documentation. May communicate with internal and external customers in support of Business Continuity activities.

What Part Will You Play?

• Monitors the performance of systems, applications, networks, and technical infrastructure
• Engages on, escalates, and communicates technical alerts, events, and incidents as needed.
• Opens and manages incident calls (War Rooms) for technical teams to gather and work towards resolution, while ensuring necessary resource engagement.
• Gather information necessary to provide regular communications around the status, plan of action, and resolution of customer-impacting issues.
• May support monitoring and/or validation during scheduled change windows.
• Provides feedback to help ensure monitoring tools are continually contributing to improved operational performance and application stability.
• Ensure adequate documentation, coordination, and communication of events and incidents.

What Are We Looking For in This Role?

Minimum Qualifications

• Associate degree - IT or Business - or 2+ years of experience in a similar role

• Minimum 2 years’ experience in Information Technology or Bankcard industry

Preferred Qualifications

• Bachelor's Degree
• IT or Business related study
• Experience within Incident Management, Project Management, or IT Service Operations
• Prior experience using IT Service Management Tools such as JIRA, ICD, and ServiceNow
• ITIL certification

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Learn to use professional concepts, while applying company policies and procedures to resolve routine issues.
• Job Complexity - Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally.
• Supervision - Expected to work both independently and within a team environment with minimal supervision
• Multi tasking - Ability to multi-task and adapt to several projects at time.
• Mainframe/distributed experience - Ability to understand concepts of mainframe and/or distributed work and processes tied to them.
• Application/Productivity software - Knowledge of software such as Microsoft suite, Google products, JIRA, ServiceNow, and ICD (IBM Control Desk).

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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.