Senior Solution Architect
Global Payments Inc.
CloudGoogle Cloud PlatformJavaKotlinKubernetesMicroservices
Job Level
Lead
Tech Stack
CloudGoogle Cloud PlatformITSMLinux
About the role
- Lead the Service Delivery function, overseeing approximately 15 employees across the Service Desk and IT Operations units, with full disciplinary and functional responsibility.
- Manage the department's personnel and budget, and drive the continuous improvement of processes, tools, and organizational structures in collaboration with central departments.
- Lead international teams based in Germany, the US, Canada, the UK, and India, and work with external partners to ensure a fully functional follow-the-sun operations model.
- Oversee 1st and 2nd level support activities, including both functional and technical areas; act as the primary escalation contact and handle customer requests independently.
- Ensure Service Desk handles incoming customer requests via ticketing system, phone, or email; classify requests in line with ITIL v4, manage dispatching, ensure SLA-compliant processing, and maintain Knowledge Management documentation.
- Oversee functional 2nd Level Support: consulting, configuration, and reproducing application-level issues for innovation and idea management software.
- Oversee technical 2nd Level Support: ensure smooth operation of hybrid hosting environments (hyperscalers, local hosting partners, or on-premise); manage infrastructure, Windows & Linux OS, databases, backup, monitoring, and predictive maintenance.
- Manage technical change requests and support system integration during transition phases; collaborate closely with DevOps and Product Management to evolve the service portfolio.
- Participate in RFP and proposal review to assess technical feasibility; coordinate regular penetration tests with external providers and ensure ISO compliance with IT security stakeholders.
Requirements
- A degree in computer science or a comparable qualification.
- At least 7 years of experience in a similar leadership role.
- Proven experience leading IT operations teams and meeting demanding SLAs.
- Strong process orientation.
- Solid knowledge of current Microsoft Windows operating systems and common Linux distributions.
- Broad general IT expertise (infrastructure, operating systems, databases, backup, monitoring).
- Excellent English communication skills (minimum C1).
- German language skills at B2 level or higher are a plus.
- Leadership experience in IT services, software, hosting, cloud environments, or comparable internal IT operations role.
- Experience operating web applications on Google Cloud Platform (GCP) is a plus.
- ITIL certification or strong practical experience operating in ITIL-based environments.
- Skilled in using ITSM platforms, asset management databases, CMDBs, and monitoring systems.
- Solid foundational knowledge of IT security and data protection.
- Willingness to participate in on-call duty as required by operational needs.
- Comfortable operating across both strategic conceptual work and hands-on operational tasks.
- Onsite presence in one of our office locations required approximately 50% of the time, scheduled flexibly.
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