Application Support

Job Description

Whether you're a merchant accepting payments, a bank issuing cards or a developer embedding payment technology, if it has anything to do with commerce, we're Already on it That's why 5m+ customers and 7k+ software partners around the world rely on Global Payments to handle more than 73b transactions every year.

Through local expertise and global scale,  at Global Payments we deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, Sentral, Pigeonhole Software and Storman.

These brands are anchored by Global Payments, a Fortune 500 brand and commerce leader powering millions of companies around the world, from ambitious startups to enterprise giants.

We make a positive impact on our customers and communities through our values of Passion, Care, Accountability, Excellence and Ingenuity.

Underpinning our values is our commitment to Diversity, Equity and Inclusion, woven into our cultural DNA through a multi-year Oceania program focused on two core pillars of action - Reconciliation and Gender Equity.

As pioneers within the Australia and New Zealand payments landscape, Eway is a leading business-to-business ecommerce provider and Ezidebit a digital recurring business-to-consumer payments processing platform.

ABOUT THE ROLE

The Application Support Team Lead is responsible for leading and overseeing Level 2 Application and Technical Support for Global Payments production applications and services. This role focuses on supporting acquiring and scheme-related transactional activities, as well as other highly integrated payment support systems and processes. The Team Lead will guide and coach the application support team, ensuring effective diagnosis, remediation, and resolution of production issues. The role involves close collaboration with internal Client Support, IT Operations, Development teams, and external schemes and technology partners to maintain the stability and operational excellence of high-volume

transaction systems.

SALARY

• The salary range for this role is $120,000 to $130,000 + superannuation.

RESPONSIBILITIES

• Develop and maintain a strong understanding of Global Payments clients, web facing and
• internal applications and how to support them
• Provide support to software partners, software developers and integrated clients to resolve
• integration related problems, assist in technical upgrades and service migrations
• Provide support to API's, Routing and Payment Gateway Services that are cloud based
• Lead and coach a distributed application support team.
• Oversee System uptime, incident response and operational excellence
• Ensure the timely setup & configuration management of new clients during onboarding
• activities
• Ensure the overall stability, accuracy, integrity of integrated payment systems and processes
• Respond, investigate and resolve application support issues in line with agreed SLAs
• Ensure the delivery of enhancements, hotfixes and patches are deployed without client impact
• Monitor status of client requests and escalate to functional managers when required
• Provide support to internal users by providing reporting, back end data changes and resolving
• functional issues on the platforms
• Assist in the testing of application releases and software deployments
• Provide stewardship of critical and escalated client issues in collaboration with support teams
• Act as first responder to critical alerts, incidents and assist the Incident Managers with
• resolution of major production issues
• Documenting and improving existing processes and help maintain system documentation and
• procedures
• Ensure clients and internal teams are informed of issue resolution status and software release(s)
• Maintain good working relationships with technical stakeholders within software partners,
• integrated clients and inside the business
• Provide guidance, support and training to other Support Analysts to ensure knowledge
• handover from projects and supportability of new products and services within the team
• Provision of after hours on-call support on rotation (as required)
• Other duties as reasonably requested by Global Payments

Essential Skills and Experience

• 5 to 7+ years commercial experience in general IT, with at least 3 years in an application support
• lead role.
• Proven experience leading application support, technical Operations or production support
• Experience in Payment Technologies or high volume transactional environment
• Confident in managing global support models and cross regional coordination
• Tertiary Qualification in Information Technology or equivalent
• Knowledge of DBMS technologies such as Oracle/Microsoft SQL Server Experience with PL/SQL programming
• Ability to acquire a broad understanding of integration architectures and APIs
• Knowledge and/or experience with XML, SOAP, REST, Web Services
• Knowledge of the software development lifecycle and ITIL practices
• Strong attention to detail
• Process analysis, problem solving and troubleshooting skills
• Relationship management
• Exposure to enterprise software solutions would be advantageous

Desirable Skills and Experience:

• Cloud based technologies such as AWS and Azure
• Knowledge of other programming / frameworks such as .NET, C#
• Monitoring and Alerting Tools like Newrelic, Opsgenie, Sumologic..
• Experience working in Agile/Scrum methodologies
• Salesforce - General Administration

OUR BENEFITS

Join a leading global technology brand that offers benefits you'll actually value, including:

• Flexible work arrangements that support your unique need;
• 18 weeks paid parental leave for either parent as well as two weeks paid secondary carer's leave;
• Women in Digital membership, granting you access to a host of member industry events and resources;
• Additional birthday, community giving, wellness and study leave;
• Our free and confidential Employee Assistance Program counselling service and wellbeing resources;
• A jam-packed calendar of cultural celebrations and social activities;
• Global career and professional development opportunities;
• Salary sacrifice and an Employee Stock Purchase Plan.

READY TO APPLY?

Want to join a team that places the needs of our people, clients and community at the heart of everything they do? APPLY NOW by submitting your CV. Please note you will be redirected to a Global Payments careers page to submit your application.

All final applicants for this position will be asked to consent to a criminal history check. Each application will be considered on its merits.

#LI-HYBRID