Application Support - Team Lead at Global Payments

Brisbane, Queensland, Australia

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Fintech, Financial ServicesIndustries

Requirements

Strong understanding of Global Payments clients, web-facing and internal applications, and how to support them
Experience supporting software partners, software developers, and integrated clients to resolve integration problems, technical upgrades, and service migrations
Knowledge of APIs, Routing, and Payment Gateway Services, particularly cloud-based
Leadership experience to lead and coach a distributed application support team
Ability to oversee system uptime, incident response, and operational excellence
Skills in timely setup and configuration management of new clients during onboarding
Expertise in ensuring stability, accuracy, and integrity of integrated payment systems and processes
Proficiency in responding, investigating, and resolving application support issues in line with SLAs
Capability to ensure delivery of enhancements, hotfixes, and patches without client impact
Experience monitoring client requests and escalating to functional managers
Ability to provide support to internal users, including reporting, back-end data changes, and resolving functional issues
Skills in assisting with testing of application releases and software deployments
Experience providing stewardship of critical and escalated client issues in collaboration with support teams
Ability to act as first responder

Responsibilities

Develop and maintain a strong understanding of Global Payments clients, web-facing and internal applications and how to support them
Provide support to software partners, software developers, and integrated clients to resolve integration-related problems, assist in technical upgrades, and service migrations
Provide support to APIs, Routing, and Payment Gateway Services that are cloud-based
Lead and coach a distributed application support team
Oversee system uptime, incident response, and operational excellence
Ensure the timely setup & configuration management of new clients during onboarding activities
Ensure the overall stability, accuracy, and integrity of integrated payment systems and processes
Respond, investigate, and resolve application support issues in line with agreed SLAs
Ensure the delivery of enhancements, hotfixes, and patches are deployed without client impact
Monitor status of client requests and escalate to functional managers when required
Provide support to internal users by providing reporting, back-end data changes, and resolving functional issues on the platforms
Assist in the testing of application releases and software deployments
Provide stewardship of critical and escalated client issues in collaboration with support teams
Act as first responder

Skills

Key technologies and capabilities for this role

Application SupportTeam LeadershipPayments ProcessingTroubleshootingIncident Management

Questions & Answers

Common questions about this position

What is the salary range for the Application Support Team Lead role?

The salary range is $120,000 to $130,000 plus superannuation.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What are the key responsibilities of the Application Support Team Lead?

The role involves leading Level 2 Application and Technical Support for production applications, guiding the team in diagnosing and resolving issues, and collaborating with Client Support, IT Operations, Development teams, and external partners.

What are Global Payments' company values?

The company values are Passion, Care, Accountability, Excellence, and Ingenuity, with a commitment to Diversity, Equity, and Inclusion.

What experience makes a strong candidate for this role?

Strong candidates should have experience supporting high-volume payment systems, resolving integration issues for clients and partners, and leading application support teams.