IT Service & Incident Specialist

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. 

Works to perform a set of activities where specialized roles / functions provide value to customers in the form of Incident Management, Change Management, and/or Problem Management.Collaborates with internal technical resources for incident and problem management, responding to issues with actual or potential impact to client service. Ensures the determination of root cause and resolution of incidents within appropriate timescales. Creates and manages post incident analysis, trends, reports, metrics and action recommendations and tracking. Drives the change process with minimal impact to client service.

• Evaluates the scope and impact of an incident for entry into the corporate ticketing system and Incident Tracking System to document the status and resolution of incidents.  Annotates the steps taken to reach incident milestones to come up with a technical timeline within the incident tracking system and close the ticket when service has been restored.
• Engages, escalates, and communicates notifications as needed to level 3 technical support, management, and critical incident management.  Opens Meet Me Lines (MML) for technical teams to gather and begin working towards a resolution.
• Provides guidance to junior members of the team for resolution of client-impacting incidents and problem management activities.  Develops, executes and recommends best practice for internal and third-party technical resources for action plan identification and implementation.    Drives third party technical resources to ensure determination of root cause, restoration of service and resolution of incidents as well as identifying and developing improvement opportunities.  Ensures recommendations are in line with company/industry/client needs.
• Executes problem management reviews with executive stakeholders and administers change management reviews, providing regular client updates on progress against service improvement plans.  Develops, administers and recommends emergency change activities and client communication for changes to IT infrastructure.  Interprets data in report format.  Provides recommendations and resultant actions to management and consultant. May lead key enterprise and local initiatives for problem  management.  May provide operational briefings to senior leadership team (progress updates, ad hoc status updates, reports and reviews, as required) for problem.
• Develops and maintains the product catalogue in line with current and future business requirements.  Works on projects, ensuring deliverables and requirements are met. Assesses incident criteria to determine if formal root cause analysis is needed. Collaborates with Technical resources to determine the root cause of an incident and provides a written incident report within the Client SLA/OLA delivery time.  Provides trend analysis, action recommendations and action tracking.
• Interprets data and provides reports and recommendations to enhance existing vendor/supplier management support working practices, based on observations through ongoing engagement.
• Identifies continual service improvement opportunities by analyzing key data points internally and creating recommendation plans to enhance existing process and service, keeping in line with enterprise policy.
• May act on behalf of Service Consultant, as directed.

Minimum Qualifications

• Bachelor's Degree
• Relevant Experience or Degree in: Typically Minimum6 Years RelevantExperience with various technologies and IT Services. Major in Computer Science strongly preferred, other majors considered.Willing to accept additional experience in lieu of a degree.
• Typically Minimum 6 Years Relevant Exp
• ITIL Foundations (current version) certification

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Preferred Qualifications

• Master's Degree
• Major in Computer Science or Business Administration/ Management Information Systems
• Expert/Practitioner ITIL (current version) certification

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways. Some barriers to entry exist at this level (e.g., dept./peer review).
• Job Complexity - Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise.
• Supervision - Determines methods and procedures on new assignments and may coordinate activities of other personnel (Team Lead).

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.