Security Tool Support Analyst

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. 

DUTIES AND RESPONSIBILITIES
● Serve as the initial point of contact for all issues related to the tools of Security
Engineering and other technologies.
● Perform real-time monitoring of availability and operations of security tools and
technologies.
● Review and understand technical and operational documentation.
● Review and approve Firewall requests
● Track operational aspects of security monitoring equipment and software, scheduled tasks,
reporting, alerting, and other key aspects of security tools' health.
● Report observed issues or outages using the standard ticketing system.
● Perform initial troubleshooting, symptom documentation and initial issue isolation.
● Implement Changes that are within the scope of L1
● Escalate issues to next level support, vendor or Leadership.
● Triage issues coming from chat, call, emails and tickets (incident, request).
● Attend meetings and escalation/bridge calls.
● Prepare internal RCA document.
● Prepare and deliver turnover reports and communicate with the other shift colleagues to
ensure continuity in support.
● Provide assistance as directed to incident response or other technology teams.
● Provide evidence as directed, to support audit and compliance initiatives.
● Learn and contribute to Security Engineering policies and procedures.
● Develop effective teamwork skills.
● Recommend improvements to operations and monitoring processes.
● Continue self-development of knowledge, skills and abilities to better support execution of the
Security Engineering team.

QUALIFICATIONS
● At Least 1 year work/knowledge experience in host or network security tools.
● Preferably Bachelor's degree in Computer Engineering, Computer Science, Information
Technology or equivalent.
● Experience working in a team-oriented, collaborative and global environment.
● Experience in troubleshooting security applications/tools.
● Amenable to work on a rotating schedule to provide 24x7 support.
● Average communication skills (oral and written).
● Ability to drive problem-isolation, problem resolution.
● Ability to multitask & time management

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpayments.com.