Technical Support Operations Lead
3 weeks ago
At Global Payments Asia-Pacific India Private Limited, we make 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.
Key Responsibilities
- Ensure quality service and operational performance meets or exceeds expectations.
- Actively participate in the support structure for Merchant Technologies applications.
- Responsible for documenting and resolving service tickets in a timely manner according to the Service Level Agreement (SLA).
- Provide Level 2 & 3 Application Support for all applications within Projects.
- Leads and develops a highly technical team supporting production support on a day-to-day basis.
- Manages resource allocation within the team on a day-to-day basis.
- Communicate with other technical and business teams on day-to-day work and project delivery.
- Support and monitor various business/IT applications, batch jobs and infrastructure components as part of an application support team providing coverage from multiple regions.
- Manage all aspects of application support, including intake and triage of incidents, tasks, and any other user requests or escalations.
Requirements
- Overall 8-12 years of relevant experience.
- Experience with ITIL, ITSM and Change Management.
- ITIL or other service oriented certification strongly preferred.
- Working knowledge of Apigee, Java, Linux/Unix, Apache servers.
- Working experience with GCP (Google Cloud Platform) services like BigQuery and Dataflow.
- Experience with GCP Pub/Sub, Datastore, BigQuery, AppEngine, Compute Engine, Cloud SQL, Memory Store, Redis etc is preferred.
- Scripting and automation experience, Automate tasks to reduce manual efforts.
- Well Versed with production support activities and ITIL processes.
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