Job Description
Are you ready to write your next chapter?
Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.
What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.
We’re looking for a Data Operations Director to join our ever evolving Data Services Team to help us unleash the potential of every business.
Are you ready to make your mark? Then you sound like a Worldpayer.
About The Team
The Data Services team operates globally as an ensemble cast that supports the business, product, and technology stakeholders throughout the merchant business. This is a team sport where the collective knowledge of the team and organization are harnessed to create thoughtful end-to-end solutions in collaboration with senior leaders and stakeholders from across the company.
What You’ll Own
Oversee all requests/incidents/tickets.
Acting as a SPOC for any escalations and co-ordinate required response to critical issues raised
Monitor and manage incoming ticket volumes.
Identifying trends and deliver on strategies to reduce overall ticket volumes.
Should be able to effectively manage the support triaging process, collaborate with all the interface systems, drive towards the decision, etc.
Able to effectively manage the escalation across the levels
Develop and implement support strategies consistent with product/customer vision
Able to define the SOPs, Support Handbooks, HOTO, etc.
Effectively create, review the RCA artifacts for the high priority and critical support tickets.
Collect and analyse feedback from internal and external stakeholders to address the pain points and have the stable product at any given point of time
Produce and review support strategies around ITIL framework, derive the support plan in line with the defined strategy, define the team level goals to achieve the support function vision, etc.
Work with senior management to create support plans and roadmaps for onboarding the multiple products under support function
Understand the product usage, customer base, impact of production issues on various aspects, etc.
Define the support metrices and work towards the same
Skilled to define the industry standard support SLAs and drive towards the targets.
Experience working with and delivering on strict SLAs
Collect data from various sources, research and produce continuous actionable improvements
Structure the required dashboards for support function and able to present the dashboard data to senior management and leadership teams
Provide comprehensive ad-hoc and daily/weekly/monthly reports on Product Support tickets and bugs raised to all the stakeholders
Prioritisation support backlog to ensure quality delivery on time and within budget while satisfying the needs of a variety of stakeholders
Ability to articulate clearly and effectively on technical and functional issues to a wide range of stakeholders
Works closely with Delivery Managers, Product Managers, Product Owners, Tech/Solution Architects, Design and Development teams to review and evaluate support issues and prioritise them
What You Bring
15+ years of overall IT experience
5+ years of exposure as a Support Manager managing Application Support teams
Excellent communication skills written and verbal
B. E / BTech and managerial/process certification
Experience in Data Cloud Technologies preferably in AWS, Snowflake, KAFKA etc.
Excellent critical thinking skills, with the ability to provide innovative and practical achievable solutions
Strong written and verbal communication skills with a precise talent for understanding and articulating customer challenges
Experience in documenting fixes for recurring incidents and requests
Worldpay Perks - What We’ll Bring For You
We know it’s bigger than just your career. It’s your life, and your world. That’s why we offer global benefits and programs to support you at every stage. Here’s a taste of what you can expect.
A competitive salary and benefits.
Time to support charities and give back to your community.
Parental leave policy.
Global recognition platform.
Virgin Pulse access.
Global employee assistance program.
What Makes A Worldpayer
At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team.
Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we’re always looking to create a bigger impact for our colleagues and customers.
Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up.
Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives.
Does this sound like you? Then you sound like a Worldpayer.
Apply now to write the next chapter in your career. We can’t wait to hear from you.
To find out more about working with us, find us on LinkedIn.
Privacy Statement
Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice.
EEOC Statement
Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
Sourcing Model
Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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