Associate Operations Analyst

To contribute to the seamless operation of critical systems and processes at Global Payments by providing essential support in incident management, communication, change execution, and continuous service improvement. This role involves assisting with technical escalations, data analysis, and automation efforts to ensure optimal system performance and client satisfaction.

What Part Will You Play

• Engage, escalate, and communicate notifications as needed to Level 3 technical support, management, and critical incident management teams.
• Open and manage bridge calls for technical teams to facilitate collaboration and accelerate problem restoration and/or resolution.
• Provide clear and timely communication responses for the resolution of client-impacting issues and for the identification of action plans.
• Assess incident criteria to determine if a formal root cause analysis is required.
• Liaise with internal technical resources and provide essential technical feedback for communication to both internal and external clients.
• Ensure all change activities are appropriately planned, authorized, and executed in strict adherence to relevant internal methods, processes, and procedures.
• Participate actively in the continual service improvement process by providing constructive feedback related to their role to enhance existing processes and services.
• Assist with the administration of automation products, applications, and business processes.
• Assist with the identification of tuning opportunities to improve run-time optimization and collaborate with business/application teams to remedy identified issues.
• Assist in gathering necessary data to maintain a continuous line of communication, keeping internal partners informed of all critical issues.

What Are We Looking For in This Role

Minimum Qualifications:

• Bachelor's Degree in Information Technology or a Business-related field; or relevant experience in lieu of education.

Preferred Qualifications:

• Bachelor's Degree in IT or a Business-related study.
• Operations experience with CA, BMC, or IBM suite of products.

What Are Our Desired Skills and Capabilities

• Skills / Knowledge:

  Learns to use professional concepts. Applies company policies and procedures to resolve routine issues.

• Job Complexity:

  Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally.

• Supervision:

  Normally receives detailed instructions on all work.

• Multi-tasking:

  Ability to multi-task and adapt to several projects at a time.

• Mainframe/Distributed Experience:

  Ability to understand concepts of mainframe and/or distributed work and processes tied to them.

• Application/Productivity Software:

  Advanced knowledge of software such as Microsoft Suite, SQL, DB2, etc.