Client Server Software Analyst

Global Payments Inc.; Pune District; On-site; INR 500,000 - 900,000; Full time

Job summary

Global Payments Inc. in Pune provides Level 1/2 support for business applications, Troubleshooting across application, database, and system layers. You will bridge incidents and restore services by collaborating with development, infrastructure, and other teams.

We value strong communication, analytical skills, and ownership. You will document steps, contribute to knowledge articles, and continuously learn supporting technologies in a fast-paced environment.

Qualifications

• Basic understanding of ITIL/ITSM processes.
• Experience handling incidents, service requests, and user issues.
• Ability to document findings, resolutions, and procedures.

Responsibilities

• Provide Level 1/Level 2 support for business applications.
• Investigate and troubleshoot application, database, and system issues.
• Participate in incident bridge calls and assist in service restoration.
• Handle user incidents, service requests, and operational queries.
• Collaborate with development, infrastructure, database, and other support teams.
• Monitor application health and respond to alerts.
• Document resolutions, troubleshooting steps, and operational procedures.
• Escalate issues appropriately and provide timely updates to stakeholders.
• Identify opportunities for process improvements and automation.
• Continuously learn application functionality and supporting technologies.

Skills

Windows basics

SQL querying

.NET architecture

IIS knowledge

Networking basics

Cloud environments

Incident management

Monitoring concepts

Soft skills: communication

Soft skills: analytical thinking

Soft skills: collaboration

Soft skills: ownership

Soft skills: multitasking

Tools

PowerShell

Python scripting

Azure

AWS

Monitoring/Observability tools

Automation tools

Log analysis tools

SRE concepts

Job description

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.

Mandatory Skills

Technical Skills

• Basic understanding of Windows Operating Systems.
• Working knowledge of SQL for querying and data validation.
• Understanding of web-based applications and .NET application architecture.
• Basic knowledge of IIS and application troubleshooting.
• Understanding of networking fundamentals (DNS, ports, connectivity, HTTP/HTTPS).
• Familiarity with cloud environments and hosted applications.
• Knowledge of incident management and service request processes.
• Basic understanding of monitoring and alerting concepts.

Soft Skills

• Strong verbal and written communication skills.
• Good analytical and troubleshooting abilities.
• Ability to work effectively with business users and technical teams.
• Willingness to participate in bridge calls and incident resolution activities.
• Strong ownership and accountability for assigned tasks.
• Ability to manage multiple priorities in a fast-paced environment.
• Team player with a positive learning attitude.

Process Knowledge

• Basic understanding of ITIL/ITSM processes.
• Experience handling incidents, service requests, and user issues.
• Ability to document findings, resolutions, and operational procedures.

Good to Have Skills

Technical Skills

• Knowledge of PowerShell or Python scripting.
• Exposure to cloud platforms (Azure, AWS, etc.).
• Knowledge of application monitoring and observability tools.
• Understanding of Site Reliability Engineering (SRE) concepts.
• Familiarity with automation tools and process improvement initiatives.
• Exposure to performance monitoring and log analysis tools.

Process & Operational Skills

• Understanding of operational metrics such as SLA, MTTD, and MTTR.
• Knowledge of reporting and audit processes.
• Experience creating knowledge articles and support documentation.

Key Responsibilities

• Provide Level 1/Level 2 support for business applications.
• Investigate and troubleshoot application, database, and system issues.
• Participate in incident bridge calls and assist in service restoration.
• Handle user incidents, service requests, and operational queries.
• Collaborate with development, infrastructure, database, and other support teams.
• Monitor application health and respond to alerts.
• Document resolutions, troubleshooting steps, and operational procedures.
• Escalate issues appropriately and provide timely updates to stakeholders.
• Identify opportunities for process improvements and automation.
• Continuously learn application functionality and supporting technologies.

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.

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