Associate Director, IT Service

1 week ago

Noida, India TSYS Card Tech Services India LLP Full time

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. 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 Are We Looking For in This Role?


Complexity of Role

The leader needs to work autonomously and will (on a rota basis) be expected to diligently fulfil the escalation role for all Clients on a 24x7 basis, during which they will be sole decision maker to speak with the business voice on any matter that may be escalated, and minimise risk to TSYS.

Challenges are frequent, this is a fast paced environment and when an incident occurs and service is disrupted our clients count on us to keep them informed to best mitigate the impact of our service disruptions, and ensure service is restored as swiftly as possible. Due to the high pressure / high stakes communications require a deft and skilled professional to ensure both client and internal technical stakeholders are engaged and supporting resolution efforts. Resolutions paths can be complex and encompass negotiation with different technical support teams, Vendors, Clients and Associations.

A strong strategic approach is also vital to ensure that our service provision remains in line with both client needs and the transformation of our business to support a modernised service and product offering, to identify where and how improvements can be made. Leaders will be expected to understand and use MI to manage workloads.


Interaction

This role will interact with peers across all segments to ensure that appropriate technical resources support the effective and timely resolution of service impacting incidents, relationship building is a key part of this. The leader will also lead team members who interact with our Issuing clients daily / hourly and will directly engage with clients to support escalation of any concerns which may arise in relation to this workstream.

 
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 8 years
related professional experience including a minimum of 3-4 years experience in a supervisory position.

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