Global Operations Analyst: Incident & System Performance

Global Payments; Cincinnati (OH); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Global career development

Learning and on-the-job experiences

Supportive team environment

Community and charity involvement

Employee assistance program

Global recognition platform

Benefits information on company site

Job summary

Global Payments is seeking an Associate Operations Analyst to join the GNOC team. You will analyze system performance, coordinate with IT and Application Support to resolve issues, and maintain analytical reports used by technical and business owners.

In this role you will handle incident communications, run bridge calls, support change activities, and contribute to continual service improvement. Shift hours are 12-hour shifts 8am–8pm ET, Wednesday to Friday, and every other Saturday.

Qualifications

• Strong customer service experience.
• Strong computer experience.
• Basic network and server exposure.
• 2+ years of relevant experience (QL, DB2, etc.).
• Operations experience with CA, BMC or IBM suites.

Responsibilities

• Engages, escalates, and communicates notifications to level 3 technical support, management, and critical incident management.
• Opens and manages bridge calls for technical teams to gather and begin working towards restoration and/or resolution.
• Provides communication for responses for the resolution of client-impacting issues and for the identification of action plans.
• Assesses incident criteria to determine if formal root cause analysis is needed.
• Liaises with internal technical resources and provides technical feedback for communication to internal and external clients.
• Ensures all change activities are appropriately planned, authorized and executed following relevant internal methods, processes, and procedures.
• Participates in the continual service improvement process by providing feedback concerning their role to enhance existing process and service.
• Assists with the administration of automation products, applications, and business processes.
• Assist with identification of tuning opportunities to improve run-time optimization and work with the business/ application team to remedy issues.
• Assist in gathering data needed to maintain a continuous line of communications, keeping internal partners informed of all critical issues.

Skills

Customer service

Computer skills

Network exposure

Server exposure

2+ years experience

Education

Bachelor's degree IT or Business

Tools

CA products

BMC tools

IBM software

Job description

Global Payments is seeking an Associate Operations Analyst to join the GNOC team. You will analyze system performance, coordinate with IT and Application Support to resolve issues, and maintain analytical reports used by technical and business owners.

In this role you will handle incident communications, run bridge calls, support change activities, and contribute to continual service improvement. Shift hours are 12-hour shifts 8am–8pm ET, Wednesday to Friday, and every other Saturday.