Senior Manager, 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 1300 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 and the long-term remediation of incident root cause. 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 Part Will You Play

• Manage the Problem and Critical Incident Management Team through client impacting priority incidents within the company infrastructure. Provide leadership for the Incident and Problem Management process from initial identification of the problem through to the Root Cause Analysis. Responsible for reviewing problem trends and proactively taking actions in order to identify problems and remove errors within the environment in an effort to improve services to the customer.
• Direct monitor and evaluates the effectiveness of the restoration of services during the Incident Management Process. Facilitates the coordination of all aspects of the customer experience striving for continuous improvement of service metrics such as Mean Time To Repair first call resolution etc. Serves to minimize the adverse impacts of incidents and problems on the business caused by errors in the Information Technology infrastructure and initiate actions to prevent reoccurrence of incidents related to those errors.
• Provide a single point of contact for one or more problems and is responsible for ownership and coordination of actions of those problems to analyze for root cause identify Known Error and coordinating actions to remove the error. Minimize the expenditure of resource(s) while maximizing results.
• Ensure all stakeholders involved in the Incident Management Process are kept abreast of the incident and status during periodic updates. Initiate contact with resources needed to restore services during an incident and allocates resources until the service is restored. Communicate the status of problem resolution efforts with all levels of the organization from highly technical to key business leaders. Provide effective communication across the business and organization during major incidents.
• Work Collaboratively with key stakeholders and service support groups to provide daily weekly and monthly service reporting. Provide updated information to the client facing teams for respective client reporting and updates.
• Ensure that the action plans outlined in the Root Cause Analysis are followed through and necessary changes are implemented. Ensure stakeholders understand the events and trends affecting performance for internal and external business intelligence analysis. Facilitate the adoption of Information Technology Service Management (ITSM) methodologies to ensure individual performance levels meet customer needs and Service Level Agreements (SLAs) are met.
• Analyze performance against published metrics including availability and delivery timelines for an assigned portfolio of systems. Facilitate requests for changes to prevent the recurrence of problems. Provide training to support teams and business users on processes and problem tracking tools and tasks. Monitor the flow of problem tickets through the Problem Management process.
• Facilitate follow up review meetings with multiple stakeholders on high impacting incidents to assist in driving towards identifying root cause associated irreversible corrective actions and the creation and publishing of detailed Executive Summary Reports. Provide a bridge between the business and technology entities to ensure work goals and direction of incident resolution are aligned.
• Provide documentation for internal audits client reviews and other regulatory compliance reviews. Works closely leadership to ensure that the department is in compliance and aligned security legal and industry standards.
• Not an exhaustive list; other duties as assigned.

What Are We Looking For in This Role

Minimum Qualifications

• Bachelors 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.

Preferred Qualifications

• None Identified

What Are Our Desired Skills and Capabilities

None Identified

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 .