Service Delivery Mgr (Linux, AWS, SQL, ITIL)- - 6-8years Experience – Pune/Indore- Rotational Shift 24*7

Global Payments; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Global Payments in Pune, India is seeking an experienced Application Support professional to act as the primary contact for production support activities. You will monitor health, troubleshoot incidents, and coordinate with engineering, infra, DB, and vendors to resolve issues within SLA timelines.

You will lead RCA for major incidents, manage change and deployment activities across environments, review alerts and logs, and contribute to ITIL-compliant service management while mentoring junior

Qualifications

• Experience in Application/Production Support.
• Hands-on exposure to AWS/DevOps tools for production tasks.
• Knowledge of ITIL processes and Service Management.
• Experience with ServiceNow, Cloud Dashboard or similar ticketing tools.
• Understanding of Linux/Unix, Scripting, SQL, DB2, APIs, and cloud platforms.

Responsibilities

• Act as the primary point of contact for application and production support activities.
• Monitor application health, system performance, and service availability.
• Analyze, troubleshoot, and resolve incidents, service requests, and production issues within SLA timelines.
• Coordinate with development, infrastructure, database, and vendor teams to drive issue resolution.
• Lead root cause analysis (RCA) for major incidents and ensure preventive actions are implemented.
• Manage change, release, and deployment activities across environments.
• Review system alerts, logs, and monitoring dashboards to proactively identify risks.
• Ensure ITIL processes including Incident, Problem, Change, and Service Request Management are followed.
• Maintain operational documentation, knowledge articles, runbooks, and support procedures.
• Track service metrics, KPIs, and prepare operational reports for stakeholders.
• Support disaster recovery exercises and business continuity activities.
• Mentor junior analysts and provide technical guidance to the team.
• Participate in on-call support, weekend releases, and critical production activities as required.
• Drive continuous service improvement initiatives to enhance system stability and customer satisfaction.

Skills

Application Support

DevOps Tools

Troubleshooting

Stakeholder management

On-call readiness

Tools

ServiceNow

Cloud Dashboard

Linux/Unix

SQL/DB2

APIs

Job description

What you’ll own

• Act as the primary point of contact for application and production support activities.
• This role is of Individual contributor, you will not be handling any team.
• Monitor application health, system performance, and service availability.
• Analyze, troubleshoot, and resolve incidents, service requests, and production issues within SLA timelines.
• Coordinate with development, infrastructure, database, and vendor teams to drive issue resolution.
• Lead root cause analysis (RCA) for major incidents and ensure preventive actions are implemented.
• Manage change, release, and deployment activities across environments.
• Review system alerts, logs, and monitoring dashboards to proactively identify risks.
• Ensure compliance with ITIL processes including Incident, Problem, Change, and Service Request Management.
• Maintain operational documentation, knowledge articles, runbooks, and support procedures.
• Track service metrics, KPIs, and prepare operational reports for stakeholders.
• Support disaster recovery (DR) exercises and business continuity activities.
• Mentor junior analysts and provide technical guidance to the team.
• Participate in on-call support, weekend releases, and critical production activities as required.
• Drive continuous service improvement initiatives to enhance system stability and customer satisfaction.

What you bring

• Strong experience in Application Support / Production Support.
• Hands on experience of AWS / Devops Tools for Production support tasks.
• Knowledge of ITIL processes and Service Management.
• Experience with ServiceNow, Cloud Dashboard or similar ticketing tools.
• Understanding of Linux/Unix, Scripting, SQL, DB2, APIs, and cloud platforms.
• Excellent troubleshooting and analytical skills.
• Strong stakeholder management and communication skills.
• Ability to handle high-priority incidents and work in a fast-paced environment.

About the team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.

About Global Payments

At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone. And to do that, we’ve built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world—from ambitious startups to global enterprises. Our team of 27,000 experts is dedicated to your success. Headquartered in Atlanta, Georgia, we're a Fortune 500® company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America. Wherever you are—or wherever you want to be—we’re there, ready to support you. For more information, visit company.globalpayments.com and follow Global Payments on X, LinkedIn and Facebook.

Please Note

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EEO Statement

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 [e-mail].