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- Tasks: Manage incident and problem resolution to ensure smooth application operations.
- Company: Join Global Payments, a leader in innovative payment solutions for millions worldwide.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a passionate team shaping the future of payment technology.
- Qualifications: Bachelor's degree or relevant experience; 6 years in a related field preferred.
- Other info: Equal opportunity employer committed to diversity and inclusion.
The predicted salary is between 43200 - 72000 £ per year.
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 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 real-time processes to coordinate the restoration of normal application function/service operation and provide support for ongoing incidents and the long-term remediation of incident root cause.
- Oversee 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.
- Provide assistance and technical expertise during the implementation of changes. Assist technical teams through validation and monitoring. Guide the incident process. Communicate and collaborate with stakeholders during and after change. Ensure changes are approved and the proper resources are assigned to implement.
- Maintain system health and service availability. Coordinate efforts to restore services. Escalate issue impacting mission critical processes. Provide system or project reporting to leadership and impacted stakeholders to include: impact assessment, issue resolution methods.
- Oversees work related initiatives put in place by management to improve accuracy of information available in databases used to coordinate the restoration of normal application function/service operation.
- Identify and / or implement new and more efficient ways of working. Proactively contribute ideas, knowledge and support towards improving service delivery and proactively addressing potential incidents.
- Not an exhaustive list; other duties as assigned.
What Are We Looking For in This Role?
Minimum Qualifications
- Bachelor\’s 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 6 years
- related professional experience and prefer a minimum of 1-2 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 jobs@globalpay.com.
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IT Service and Incident Manager employer: Global Payments
Contact Detail:
Global Payments Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service and Incident Manager
✨Tip Number 1
Familiarise yourself with incident management frameworks like ITIL. Understanding these processes will not only help you in interviews but also demonstrate your commitment to best practices in service management.
✨Tip Number 2
Network with professionals in the payments technology sector. Attend industry events or join relevant online forums to connect with people who can provide insights and potentially refer you to opportunities at Global Payments.
✨Tip Number 3
Stay updated on the latest trends in payment technologies and incident management. Being knowledgeable about current challenges and solutions in the industry can give you an edge during discussions with hiring managers.
✨Tip Number 4
Prepare for scenario-based questions that may be asked during interviews. Think of examples from your past experience where you successfully managed incidents or led a team through a crisis, as this will showcase your problem-solving skills.
We think you need these skills to ace IT Service and Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service management and incident resolution. Use specific examples that demonstrate your ability to manage incidents and coordinate technical resources effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the payments technology landscape and how your skills align with the role. Mention your experience in managing incidents and problem resolution, and how you can contribute to the company's success.
Highlight Relevant Qualifications: Clearly state your educational background and any relevant certifications. If you have experience in supervisory roles or managing teams, be sure to emphasise this as it aligns with the job requirements.
Showcase Problem-Solving Skills: Provide examples of past incidents you've managed, detailing the steps you took to resolve them and the outcomes. This will demonstrate your capability in handling real-time processes and improving service delivery.
How to prepare for a job interview at Global Payments
✨Understand Incident Management Processes
Familiarise yourself with the key processes involved in incident and problem management. Be prepared to discuss how you would coordinate technical resources and restore normal service operations quickly.
✨Showcase Your Leadership Skills
As this role involves managing a team, highlight your supervisory experience. Share examples of how you've successfully led teams through incidents and resolved issues collaboratively.
✨Demonstrate Technical Expertise
Be ready to discuss your technical background and how it relates to the role. Mention any relevant tools or technologies you've used in previous positions that could benefit the company's incident management.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions where you'll need to demonstrate your problem-solving skills. Think of past incidents you've managed and be ready to explain your approach to resolving them.