Associate Director, IT Service & Incident Management

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 the process of analyzing system performance and scheduling to maximize the use of the organization's information processing systems and resources. Prioritizes and schedules computer operations, code deployment, and/or workflow so processing equipment and other IT resources are used to their full capacity. Analyzes production, maintenance, and malfunction records to identify problems and implement solutions (e.g., changes to procedures, workflow, or equipment) to improve performance. Leads, evaluates, and develops computer operations team to ensure computer operations and/or code deployment activities meet pre-established production targets. Collaborates with functional or operational area managers to understand their schedules for integrating these needs into existing operations.

What Part Will You Play?

• Lead a team that is responsible for accurately executing, monitoring and completing daily scheduled and ad-hoc deliverables while addressing any 1st line issues that may occur including problem management, escalation, and reporting of such issues. Ensure the timely delivery of Client Service Level Agreements and the accurate reporting of such deliverables. Participate in business continuity exercises in planning / execution of annual disaster recovery tests. Lead a team that is responsible for accurately executing, monitoring and completing the daily scheduled tasks.
• Monitor and evaluate effectiveness of daily production processing across multiple intersecting platforms (Mainframe, Distributed, HP Non-Stop, Card Production, etc…). Delegate production processing failures to team members for resolution or escalation to next level support team. Reviews process delays and provide recommendation to development teams for long term solutions. Establish and maintain useful operational tools, monitoring methods, metrics, and reports to determine needs, issues, and potential points of failure. Review reports to make actionable plans for consistent improvement.
• Maintain a close working relationship with internal and external stakeholders to meet service level agreements, maintain an enterprise wide focus, and search for ways to protect and improve the processing environment. Follow escalation procedures to ensure proper response to issues, suggest changes as necessary to correct recurring issues, and proactively offer suggestions to improve the processing environment and the customer experience.
• Manage system resources while meeting internal and external client expectations and service level agreements. Communicate with internal and external stakeholders to analyze the processing environment and solve any issues that arise from a batch, system, file transfer or other perspective. Provide tactical direction on complex issues or projects. Evaluate scheduled change control, business as usual requests and other changes to determine production or system impacts.
• Manage the client service in line with the defined event management processes. Oversee monitoring tools to pro-actively identify events and initiate appropriate actions to ensure the highest level of service availability. Within area of responsibility, track overall projects or tasks for components to keep on schedule and to adjust resource allocation as necessary. Create and test procedures for all activities before providing training to the team. Ensure back up plans are in place in the case of automation failures. Ensure the team is update with the relevant information required to start any new activities.
• May serve as first escalation point for client, vendor or internal service partner. Refer non-routine issues to senior management along with input or recommendations. Decisions typically affect a work group within a single department, but may include groups with similar responsibilities in other departments.
• Manages programs to include Client/Vendor input/output availability. May escalate to card brands to effectively get problems resolved in a timely manner. Provide team members guidance on the necessary support reference support plans for client programs.
• 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 preferred. Relevant experience in lieu of a degree will 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?

• Scope - Responsibilities - Responsibilities are often at the department or sub-department level / functional specialty.
• Planning Horizon - Planning horizon is Typically less than 1 year.
• Reporting Relationship - Typically reports to a Senior Manager or Director.
• Problem Solving Requirements - Problems are specialized, but routine and Typically clearly defined. Manager guidance is available.
• Span of Control Accountability - Typically manages the work of five or more Supervisors, entry to mid-level Professional / technical team members or administrative / call center / production team members. Handles routine performance management and other staffing decisions.

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.