Global Payments—Associate Client Server Software Analyst

Job description

Description: Summary of This Role Mandatory Skills Technical Skills - 0-2 years of experience in application support. - Basic understanding of Windows Operating Systems. - Working knowledge of SQL for querying and data validation. - Understanding of web-based applications and .NET application architecture. - Basic knowledge of IIS and application troubleshooting. - Understanding of networking fundamentals (DNS, ports, connectivity, HTTP/HTTPS). - Familiarity with cloud environments and hosted applications. - Knowledge of incident management and service request processes. - Basic understanding of monitoring and alerting concepts. Soft Skills - Strong verbal and written communication skills. - Good analytical and troubleshooting abilities. - Ability to work effectively with business users and technical teams. - Willingness to participate in bridge calls and incident resolution activities. - Strong ownership and accountability for assigned tasks. - Ability to manage multiple priorities in a fast-paced environment. - Team player with a positive learning attitude. Process Knowledge - Basic understanding of ITIL/ITSM processes. - Experience handling incidents, service requests, and user issues. - Ability to document findings, resolutions, and operational procedures. Good to Have Skills Technical Skills - Knowledge of PowerShell or Python scripting. - Exposure to cloud platforms (Azure, AWS, etc.). - Knowledge of application monitoring and observability tools. - Understanding of Site Reliability Engineering (SRE) concepts. - Familiarity with automation tools and process improvement initiatives. - Exposure to performance monitoring and log analysis tools. Process & Operational Skills - Understanding of operational metrics such as SLA, MTTD, and MTTR. - Knowledge of reporting and audit processes. - Experience creating knowledge articles and support documentation. Key Responsibilities - Provide Level 1/Level 2 support for business applications. - Investigate and troubleshoot application, database, and system issues. - Participate in incident bridge calls and assist in service restoration. - Handle user incidents, service requests, and operational queries. - Collaborate with development, infrastructure, database, and other support teams. - Monitor application health and respond to alerts. - Document resolutions, troubleshooting steps, and operational procedures. - Escalate issues appropriately and provide timely updates to stakeholders. - Identify opportunities for process improvements and automation. - Continuously learn application functionality and supporting technologies.