26999945 Production Support Tech Lead Analyst (Vice President) - #1173675

We are seeking an experienced Production Support Tech Lead Analyst to join Global Payments organization. The team provides Level 2 support for critical applications within Treasury and Trade Services (TTS), which is part of the Services Organization. This role is responsible for ensuring the day-to-day availability, stability, and performance of business-critical applications, while providing timely communication of incidents, issues, and status updates to business users and stakeholders. The successful candidate will play a key role in maintaining operational excellence, driving issue resolution, and collaborating with development, infrastructure, and business teams to deliver a stable and reliable production environment.

You should have strong application support and technical skills and be successful in their endeavors, collaboration and team building skills and have sound character with interpersonal skills.

You should be technically astute, well organized, dedicated and appropriate discussing issues with product/business and technical users at all the levels. This is a hands-on role, and extensive technical skills will be required and also possess good multi-tasking skills.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Functional Responsibilities

• Main focus areas will include promoting stability and quality of support services in line with global strategy and technology management policies, as well as day to day operation and oversight for the various applications operating across the regions.
• This role will attend and respond to compliance, audit or BAU production issues related to Modernized Payments Applications.
• Able to analyse complex problems / situations and to propose simple solutions
• Communicate complex technical issues to end users in a language they understand
• Build and maintain a knowledge base to ensure that knowledge transfer takes place within the team
• Promote effective knowledge management across the Global Production Support Teams
• Help to define, record and execute application disaster recovery plans and procedures
• Collaborate effectively with multi-functional partners, sharing information and knowledge effectively Business Knowledge
• Learn the fundamentals of the supported business areas
• Translate business issues into technology requirements
• Effectively communicate and work well with infrastructure and supporting technology groups across a distributed Unix/Linux or Wintel environment to drive problem resolution and service levels.
• Work closely with 1st level support teams and work as part of the 2nd level support team to ensure team is meeting the business’ requirements.
• Follow through to ensure each problem is resolved according to SLA.
• Effectively communicate issues and status updates with business users, development teams and Regional Support Lead.
• Liaise with users; business sponsors; and other Stakeholders groups.

Application Support Experience

• 10 years + experience working in a Production support environment
• Experience in supporting a Production support or Operations group in a high availability / critical environment.
• Strong knowledge in ITIL practices in the area of Incident, Release, Change and Problem management.
• Experience in leading communications across business and technology partners at varying levels across a medium to large scale enterprise.
• Financial Markets Background, preferably in relation to core Payments, operations or technology.
• Experience using Service Now or other similar issue tracking system
• Leadership skills: individual leadership
• Ability to produce clear, concise reporting
• Excellent strategic analysis, problem solving, issue resolution and decision-making skills
• Tact, discretion and subtlety
• Strong time management skills
• Experience working within an on-shore/off-shore support environment
• Ability to build positive relationships in a multi-cultural environment across all levels within IT
• ITRS monitoring tools exposure and experienced in handling ITRS gateways
• ITIL V3 Certification added advantage

Technology Skills

• Bachelor’s/University degree, Master’s degree preferred
• Linux : 8-10 years IT Support experience with Linux/Windows.
• Scripting : 8-10 experience writing Shell and writing SQL queries
• Cloud & Container Technologies: AWS (ECS), containerized application support, microservices architecture, and cloud infrastructure operations experience. Exposure to Kubernetes is an added advantage.
• Experience in CI/CD flow with teamcity, Microservice architecture and cloud infra.
• Database: Oracle, MongdoDB
• Messaging : Supporting MQ , NDM and Kakfa
• Monitoring Tools : ITRS, AppDynamics, GCO, Kibana/Grafana and ELK experience is an advantage
• Deployment Tools : Have worked on enterprise 1 click deployment tools and associatd light speed tools
• Worked on Incident management and tracking tools such as SaaS/ServiceNow
• Experience in Autosys Job Scheduling and setup.
• Good Understanding of network topology, Firewalls and Load balancers.

Personal

• Ability to work in a team environment
• Ability to learn new skills quickly with little supervision
• Experience working on a multi-client delivery team
• Good communication with social skills