Production Support 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.

Coordinates Global Payments technical resources for incident and problem management, responding to issues impacting client service. Coordinates infrastructure change activity. Assists in the determination of root cause and resolution of incidents within appropriate timescales. Responsible for managing the service improvement function, creating and managing post incident reviews, reports, metrics and recommendations. Responsible for owning and managing the change process, mitigating impact to client service.

• Coordinates internal technical support teams in the resolution of infrastructure incidents and problems impacting client service delivery. Participates in the determination of root cause and resolution of incidents and in post-incident reviews; takes minutes and action points as required. Produces client incident reports with appropriate root cause analysis and action plans. Routinely reviews problem management actions identified during post-incident assessments. Provides regular client updates on progress against service improvement plans.
• Reviews and analyzes post-incident assessments, incident reports and service improvement plans. Identifies and reports service improvement opportunities.
• Demonstrates an understanding and compliance with standard and/or established methods, processes and procedures to support the change management function. Aligns supplier change processes with contractual requirement and obligations to clients. Coordinates and communicates emergency change activities with potential or actual impact to client service. Participates in negotiations of emergency outages with Global Payments business owners/clients.
• Researches, reviews and prepares routine and ad hoc health checks, trending analysis, status updates, reports, reviews and metrics for management. Reviews capacity and performance reports and resulting capacity plan.

Minimum Qualifications

• High School Diploma or Equivalent
• Typically Minimum 4 Years Relevant Exp
• Service management experience of complex Information Technology services

Preferred Qualifications

• Typically Minimum 4 Years Relevant Exp
• Experience of card processing or financial services industry preferable
• ITIL (Information Technology Infrastructure Library) accreditation desirable

• Skills / Knowledge - As a skilled specialist, completes tasks in resourceful and effective ways.
• Job Complexity - Works on assignments requiring considerable initiative. Understands implications of work and makes recommendations for solutions.
• Supervision - Proposes methods and procedures on new assignments. May be informal team leader..

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.