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
 

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.