Global Payments Inc. is a global commerce technology company operating across finance, fintech, and B2B services. Its platform supports more than 4 million customers and processes approximately 66 billion transactions each year, helping businesses manage payments and related commerce operations. A workforce of about 27,000 people contributes across technology, sales, customer service, and other functions, creating opportunities for professionals interested in building and supporting tools used by businesses worldwide.
Service Delivery Manager, Linux and AWS — Pune
Support application and production operations for a global payments company, managing services across AWS, Linux, SQL, and ITIL processes. Coordinate incidents, releases, and service improvements to maintain reliable production systems.
Description
- Serve as the main contact for application and production support.
- Contribute as an individual contributor, with no direct team management duties.
- Monitor application health, system performance, and service availability.
- Troubleshoot and resolve incidents, service requests, and production issues within SLA targets.
- Coordinate with development, infrastructure, database, and vendor teams to resolve issues.
- Lead root cause reviews for major incidents and put preventive measures in place.
- Oversee change, release, and deployment activities across environments.
- Review alerts, logs, and monitoring dashboards to spot risks early.
- Follow ITIL processes for incident, problem, change, and service request management.
- Keep operational documentation, knowledge articles, runbooks, and support procedures current.
- Track service metrics and KPIs, and prepare operational reports for stakeholders.
- Assist with disaster recovery exercises and business continuity activities.
- Guide junior analysts and share technical expertise.
- Take part in on-call support, weekend releases, and critical production activities.
- Advance service improvements to strengthen system stability and customer satisfaction.
Requirements
- The job title states 6–8 years of experience.
- Substantial experience in application or production support.
- Practical use of AWS or DevOps tools for production support tasks.
- Knowledge of ITIL processes and service management.
- Experience with ServiceNow, a cloud dashboard, or a similar ticketing tool.
- Understanding of Linux or Unix, scripting, SQL, DB2, APIs, and cloud platforms.
- Strong troubleshooting and analytical abilities.
- Effective stakeholder management and communication skills.
- Ability to manage high-priority incidents in a fast-paced environment.
- Availability for rotating 24/7 shifts.
- Participation in on-call support, weekend releases, and critical production activities as required.
Benefits
- Global career opportunities.
- Career opportunities that span borders.
- An inclusive, globally connected team environment.
- Learning opportunities with experienced industry professionals.