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.
1. Evaluates the scope and impact of an incident to create an incident ticket, and assists GNOC with impacts to send out an appropriate internal incident notification. Create and send external customer incident notice
2. Provide regular updates to leadership, Business leaders, customer facing teams using emails and/or defined google chat rooms
3. Maintains the Incident registers for Incident tracking and analysis trends.
4. Monitor transaction processing / funding file submissions
5. Investigate and resolve queries / issues received into the team email account
6. Coordinates activities with internal support teams, external suppliers, external vendors, Banks, internal business teams resources to resolve incidents.
7. Collaborates with Technical resources to determine the root cause of an incident.
8. Communicate maintenance / track until completion items to suppliers and internal users, raise appropriate change requests for maintenance/remediation activities. Provide monitoring / testing support for maintenance changes when required
9. Draft and issue incident notifications for the region into the corporate incident notice system, updates, resolved notices.
10. Regulator reportable incidents, assist Compliance team to complete the regulator template, updates and root cause.
11. Skills / Knowledge - A seasoned, experienced professional with a full understanding of the area of specialization; resolves a wide range of issues in creative ways. This job is a fully qualified, career-oriented, journey-level position.
12. Job Complexity - Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in their own area of expertise.
13. Supervision - Normally receives little instruction on day-to-day work, general instructions on new assignments.
14. Flexibility to work additional hours at times on a rotational basis outside of UK working day during UK evenings/early mornings, including weekends and UK bank holidays
15. Experienced in Incident Management or similar role
16. Proficiency in English language, verbal and written, with ability to build relationships and influence, including senior stakeholder management.
17. Ability to work under pressure and manage multiple and competing priorities
18. Experience in the provision of customer service
19. Ability to problem solve and influence effectively