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Lead Technical Support Analyst

1 month ago

Pune, Maharashtra, India Global Payments Asia-Pacific India Private Limited Full time
Job Title: Lead Technical Support Analyst

Global Payments Asia-Pacific India Private Limited is seeking a highly skilled and experienced Lead Technical Support Analyst to join our team. As a key member of our support team, you will be responsible for ensuring the quality of our technical support services and ensuring that our applications are available and performing optimally.

Key Responsibilities:
  • Provide Level 2 & 3 Application Support for all applications within Projects.
  • Lead and develop a highly technical team supporting production support on a day-to-day basis.
  • Manage resource allocation within the team on a day-to-day basis.
  • Understand client's current needs and 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.
  • Recommend and assist with developing improvements around support processes, tools, standards, and the overall performance and level of support provided by the Support team.
  • Manage all aspects of application support, including intake and triage of incidents, tasks, and any other user requests or escalations.
  • Follow standard ITSM processes for Incidents, Problems, Changes.
  • Ensure timely resolution of daily production issues within the defined SLAs.
  • Apply problem-solving skills to attempt to debug, identify, and resolve issues before escalating to the next level of support.
  • During an incident, lead the effort to triage and mitigate.
  • Work with cross-functional teams to provide operational support and coordinate with business teams on new or existing issues.
  • Maintain and update technical documents and procedures.
  • Work closely with development to integrate new releases into live environments and provide knowledge transfer to the support team.
  • Prepare maintenance plans and upgrading schedules for the organization's systems.
  • Coordinate with various teams and help resolve service desk tickets for all issues, analyze root cause, and assist in efficient resolution of all production processes.
  • Coordinate with IT groups and internal Business Units to ensure effective application services to ensure reliability of all applications.
  • Support a continuous improvement mindset. Manage recommendations for improvements and encourage the team to do likewise.
  • Analyze all business processes and ensure compliance to all controlled processes according to business requirements.
  • Manage work and projects on a day-to-day basis of a team supporting Apigee & Java-based applications. Track and act upon work progress. Review and audit the technical work of members of the team. May manage work undertaken by contractors or third parties. Ensure compliance with development and other processes.
  • Work within established compliance and governance procedures. Support team members with compliance issues. Ensure that application development and production support processes and practices are compliant with corporate and regulatory standards (both domestic and international).
  • Will create a healthy maintenance cycle for existing solutions to ensure they are up to date and leverage full solutions.
  • Properly communicate both written and verbally all issues and resolution actions.
  • Develop and maintain professional relationships with all stakeholders & product team and provide support as needed.
  • Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.
  • Utilize available performance improvements tools to offer suggestions that will increase system and application functionality.
  • Retrofitted automated Alerts and Monitoring for critical applications to create Incident tickets in the ticketing system tool and to display on the Executive Dashboard.
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.
  • Experience with SQL and NO-SQL databases.
  • Experience with API Gateways - Datapower, APIM, Apigee, etc. is preferred.
  • Knowledge of cloud coding languages such as Python or Linux/Unix scripting skills.
  • DevOps and CI/CD experience using Jenkins.
  • Ability to debug and analyze web server and Java & Apigee application logs.
  • Ability to troubleshoot complex issues involving multiple systems.
  • Ability to understand business complexity and application interdependencies.
  • Scripting and automation experience, Automate tasks to reduce manual efforts.
  • Well-versed with payment systems and procedures.
  • Well-versed with production support activities and ITIL processes.
  • Having prior experience in mentoring people is an advantage.
  • Provides the technical direction of the assigned work components for a product, platform, or project.
  • Provide expertise in resolving complex problems.
  • Knowledge of ITSM tools, e.g. Service Manager, etc.
  • Possess a strong attention to detail and the ability to maintain a high standard of work.
  • Good communication and interpersonal skills.
  • Possess high-level personal accountability and ownership of the role.
  • Must be ready to work in rotational shifts and weekend on-call, if needed.

Global Payments Asia-Pacific India Private Limited is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to diversity and inclusion and believe that a diverse and inclusive workplace is essential to our success.

Please note that only shortlisted candidates will be contacted for further assessment. We thank all applicants for their interest in this position.