Associate Director, IT Service & Incident Management at Global Payments

Noida, Uttar Pradesh, India

Apply Now

Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

FinTech, PaymentsIndustries

Requirements

Ability to manage the process of analyzing system performance and scheduling to maximize information processing systems and resources
Experience prioritizing and scheduling computer operations, code deployment, and workflow for full capacity utilization
Skills in analyzing production, maintenance, and malfunction records to identify problems and implement solutions (e.g., changes to procedures, workflow, or equipment)
Capability to lead, evaluate, and develop a computer operations team to meet production targets
Experience collaborating with functional or operational area managers to integrate schedules into operations
Knowledge of monitoring and evaluating daily production processing across multiple platforms (Mainframe, Distributed, HP Non-Stop, Card Production, etc.)
Proficiency in delegating production processing failures for resolution or escalation
Ability to review process delays and recommend long-term solutions to development teams
Expertise in establishing and maintaining operational tools, monitoring methods, metrics, and reports
Strong relationship-building skills with internal and external stakeholders to meet SLAs and improve the processing environment
Familiarity with escalation procedures, event management processes, and proactive issue resolution
Experience managing system resources while meeting client expectations and SLAs
Ability to provide tactical direction on complex issues or projects and evaluate change controls for impacts
Skills in overseeing monitoring tools for proactive event identification and response
Capability to track projects/tasks, adjust resource allocation, create/test procedures, and train teams
Participation in business continuity exercises and annual disaster recovery tests

Responsibilities

Lead a team responsible for executing, monitoring, and completing daily scheduled and ad-hoc deliverables, addressing 1st line issues including problem management, escalation, and reporting
Ensure timely delivery of Client Service Level Agreements (SLAs) and accurate reporting of deliverables
Participate in business continuity exercises and planning/execution of annual disaster recovery tests
Monitor and evaluate effectiveness of daily production processing across multiple platforms
Delegate production processing failures to team members for resolution or escalate to next level support
Review process delays and provide recommendations to development teams for long-term solutions
Establish and maintain operational tools, monitoring methods, metrics, and reports to identify needs, issues, and failure points
Review reports to create actionable plans for consistent improvement
Maintain close working relationships with internal and external stakeholders to meet SLAs, maintain enterprise focus, and improve the processing environment
Follow escalation procedures, suggest changes for recurring issues, and proactively improve processing and customer experience
Manage system resources while meeting internal and external client expectations and SLAs
Communicate with stakeholders to analyze the processing environment and resolve batch, system, file transfer, or other issues
Provide tactical direction on complex issues or projects
Evaluate scheduled change control, business as usual requests, and other changes for production or system impacts
Manage client service in line with defined event management processes
Oversee monitoring tools to proactively identify events and initiate actions for high service availability
Track overall projects or tasks for components, keeping them on schedule and adjusting resource allocation
Create and test procedures for all activities before training the team