Associate Manager, Technical Operations

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 the process of analyzing system performance and scheduling to maximize the use of the organization's information processing systems and resources. Prioritizes and schedules computer operations, code deployment, and / or workflow so processing equipment and other IT resources are used to their full capacity. Analyzes production, maintenance, and malfunction records to identify problems and implement solutions (e.g., changes to procedures, workflow, or equipment) to improve performance. Leads, evaluates, and develops computer operations team to ensure computer operations and / or code deployment activities meet pre-established production targets. Collaborates with functional or operational area managers to understand their schedules for integrating these needs into existing operations.

What Part Will You Play?

• Provide strategic and tactical direction for highly complex dispersed data center activities to include mainframe and distributed batch and file transfer service delivery and processing, scheduling, environment build and analysis, performance / tuning analysis and reporting. Manage the development, implementation and maintenance of high volume, mission critical IT processes required to provide leading services across multiple mainframe and distributed environments.
• Lead and inspire technical teams and leaders across multiple intersecting platforms to achieve goals through innovation, quality and excellence within a 24x7x365 environment. Establish policies, procedures and practices to ensure the meeting of both internal and external expectations.
• Measure, report on, and analyze activities to ensure that all commitments are met or exceeded and proactively identify and address trends. Accountable for mainframe and / distributed operational commitments with clients being delivered as outlined in service level agreements. Receive and analyze reporting on service level requirements. Oversee the resolution of escalated issues impacting service level. Create strategies to appropriately manage systems and resources, ensuring requirements are met. Analyze performance data to measure productivity and sets parameters to judge how efficiently and effectively the processes are operating.
• Provide global support utilizing technical knowledge of mainframe and distributed processes for all internal and external customers. Facilitate global incident resolution, environment analysis and strategic planning for processes within scope. Streamline and automate all processes as necessary to achieve the most efficient use of extremely expensive computer and human resources.
• Establish working relationships with internal and external senior management contacts to communicate on critical issues, negotiate service levels, resolve escalated issues, mitigate risks and improve processes. Engage as the senior most point of escalation to resolve the most complex issues, directing proper response to issues, approving necessary changes or remediation, suggesting changes to correct recurring issues, and proactively identifying improvements to the processing environment and the customer experience.
• Design and implement workflow systems to process the high volumes of incoming requests. Design and implement proper change control rigor. Oversee the assignment of work so that the team delivers the requests on time but in the most efficient manner possible.
• Perform vendor management functions for major hardware and software providers. Facilitate quarterly briefings to discuss vendor performance, new product reviews and services and completes vendor scorecard reporting. Participate in strategic direction meetings with vendors.
• Prepare, manage and execute multiple cost centers with annual budgets to support operations and global scheduling, reporting and file transfer and mainframe automation.
• Guide teams to continuously improve processing and ensure the clients experience world class services.
• Ensure documentation for internal audits, client reviews and other regulatory compliance reviews is prepared and available. Accountable for department compliance and alignment with security, legal and industry standards. Ensure remediation plans for findings in area of responsibility and insure plans are implemented within approved timeframes.
• Provides leadership and vision to staff in the development of disaster recovery and business continuity processes to support critical business services.
• Not an exhaustive list; other duties as assigned

What Are We Looking For in This Role?

Minimum Qualifications

Preferred Qualifications

What Are Our Desired Skills and Capabilities?