Associate Senior Technical Support Analyst

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.

Role Summary

The Application Support Analyst ensures quality service and operational performance meets or exceeds expectations. Actively participate in the support structure for AI Technologies applications.Responsible for documenting and resolving service tickets in a timely manner according to the Service Level Agreement (SLA).

Essential Functions

Provide Level 2 Application Support for AI applications

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 Problems, Changes and Incidents

Ensure timely resolution of daily production issues within the defined SLAs

Automate tasks to reduce manual efforts

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

Maintaining and updating technical documents and procedures

Work closely with development to integrate new releases into live environments and provide knowledge transfer to support team

Preparing maintenance plans and upgrading schedules for the organization’s systems

Not an exhaustive list; other duties as assigned.

Skills / technical knowledge

Understanding of AI / ML concepts, RAG, ML Models

Overall experience of 5-8 years

Working knowledge of Linux, DevOps

Ability to troubleshoot complex issues involving multiple systems

Ability to understand business complexity and application interdependencies

Scripting and automation experience

Good to have : Payment domain knowledge

Provide expertise in resolving complex problem

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 of personal accountability and ownership of the role

Must be ready to work in rotational shifts and weekend on-call

Minimum Qualification

Minimum 5 years of relevant experience.

Software Engineering, Information Systems or other Technical degree; additional experience in lieu of degree will be considered