IT Service & Incident Analyst
Global Payments
- Noida, Uttar Pradesh
- Permanent
- Full-time
Collaborates with internal technical resources for incident management, responding to issues with actual or potential impact to client service.
Ensures the determination of cause and resolution of incidents within appropriate timescales. Supports post incident analysis, trends, reports,
metrics and action recommendations and tracking. Drives the change process with minimal impact to client service.
Who are we?
We are a group of problem solvers ready to rapidly react to emerging issues and thrive in a fast-paced environment. We couple our analytical
skill and mind-set with excellent communication skills in order to deliver an exceptional client experience and solutions for TSYS clients and
their customers.
What motivates us?
Our Team feel motivated when skills and professionalism are called upon to solve a big problem, be it a complex issue or high stakes
scenario. We feel empowered when we are responsible for, and trusted to do, the right thing to ensure a great outcome for a client.
Without a highly functional incident management operation ready to come to our clients’ assistance when they are most in need, the revenue,
client satisfaction and growth TSYS provides to clients would not be possible.
Role Responsibilities
- Ownership of incident and question tickets, with a requirement to investigate and resolve these within specific turnaround times
- Develop knowledge of the Payment Services industry, and TSYS systems and products
- Cultivate client and internal TSYS stakeholder relationships
- Supporting clients out of hours, ensuring essential services are functioning
What are we looking for?
Essential
- Effective problem-solving abilities / analytical skills
- Excellent communication and literacy skills
- Ability to work efficiently as both a member of a team as well as an individual
- Ability to prioritise workloads and manage conflicting deliverables
- A flexible approach is required to respond to variable workloads that may require additional hours to be worked. The role will require
participation in a rota providing 24-hour on-call out of hours support (following completion of relevant training and/or probation)Minimum Qualifications
- Bachelor's Degree
preferred, other majors considered. Willing to accept additional experience in lieu of a degree.
- Typically Minimum 2 Years Relevant Exp