IT Service and Incident Manager

Global Payments; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Global Payments is seeking a Manager for incident and problem management. The role involves overseeing technical resources responding to issues, ensuring normal service operation, and coordinating efforts to improve operations. Ideal candidates will have a Bachelor's degree and a minimum of 6 years of relevant experience, including supervisory roles.

Qualifications

• Minimum of 6 years relevant professional experience.
• 1-2 years in a supervisory position preferred.

Responsibilities

• Manage processes to restore normal application function and service operation.
• Oversee records of incidents and ensure problem resolution.
• Provide assistance during implementation of changes.

Skills

Incident Management

Problem Resolution

Technical Expertise

Coordination

Communication

Education

Bachelor's Degree

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.

Summary of This Role

Manages central points for incident and problem management, which are responsible for the coordination of technical resources responding to issues with actual or potential impact to client, application, or system services. Establishes and manages processes to coordinate the restoration of normal application function/service operation as quickly as possible and provides support for ongoing incidents and the long-term remediation of incident root cause. Oversees the creation, administration, and evaluation of detailed records of all incidents, capturing root cause, and ensuring problem resolution to minimize the adverse impact on business operations and identification of causes of product or service issues and commission corrective work to prevent recurrences. Directs and manages team responsible for escalation and resolution calls with members from various teams.

What Part Will You Play?

• Manage real-time processes to coordinate the restoration of normal application function/service operation and provide support for ongoing incidents and the long-term remediation of incident root cause.
• Oversee the creation, administration, and evaluation of detailed records of all incidents, capturing root cause, and ensuring problem resolution to minimize the adverse impact on business operations and identification of causes of product or service issues and commission corrective work to prevent recurrences.
• Provide assistance and technical expertise during the implementation of changes. Assist technical teams through validation and monitoring. Guide the incident process. Communicate and collaborate with stakeholders during and after change. Ensure changes are approved and the proper resources are assigned to implement.
• Maintain system health and service availability. Coordinate efforts to restore services. Escalate issue impacting mission critical processes. Provide system or project reporting to leadership and impacted stakeholders to include: impact assessment, issue resolution methods.
• Oversees work related initiatives put in place by management to improve accuracy of information available in databases used to coordinate the restoration of normal application function/service operation.
• Identify and / or implement new and more efficient ways of working. Proactively contribute ideas, knowledge and support towards improving service delivery and proactively addressing potential incidents.
• Not an exhaustive list; other duties as assigned.

What Are We Looking For in This Role?

Minimum Qualifications

• Bachelor's Degree
• Relevant Experience or Degree in: related field of study from an accredited university is required; however, relevant experience in lieu of a degree may be considered.
• Typically a minimum of 6 years
• related professional experience and prefer a minimum of 1-2 years experience in a supervisory position.

Preferred Qualifications

• None Identified

What Are Our Desired Skills and Capabilities?

None Identified

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 [e-mail].