Heartland Payment Systems, Inc. Manager, Application Operations in Plano, Texas


This role is accountable for overseeing the day-to-day operations of Heartland IT Core Processing and Application maintenance and support, including enhancement implementations and execution on key components of the technology roadmap. This position contributes to the functional strategy of Heartland’s IT Service Operations and contributes as a thought leader across multiple teams in Infrastructure Operations. Additional responsibilities include developing appropriate business focused SLAs to measure service performance; initiating programs to continually improve our ability to address identified technical and functional issues within the applications. Staff development, including upskilling and cross-training plans, are integral parts of the role. The ability to work and coordinate projects between teams, as well as developing strategic roadmaps is required. This role will interface with both cross functional and senior IT leadership, as well as business groups to ensure successful alignment and enablement of application support and maintenance business objectives. The ability to work collaboratively and effectively with management and staff within the organization is a core competency in this role.

Job Details:

Major Job Responsibilities/Duties:

  • Lead and assist with the development of consistent policies and procedures pertinent to application operations.

  • Support enterprise roadmaps to facilitate implementation, planning and visualize dependencies.

  • Ensure detailed documentation on system designs, implementations and integrations.

  • Responsible for support and maintenance of client-facing technologies and systems.

  • Work with teams to improve support processes and communications.

  • Focus on automation, continuous improvements and optimization of support process and procedures.

  • Focus on root cause analysis, identification of impacted stakeholders when issues arise and communication.

  • Assist in optimizing vendor relationships through contract management and relationship management, to effectively create mutually beneficial opportunities for the company.

  • Participate in project planning and scoping, change management, and resource capacity planning.

  • Work closely with all IT teams, senior IT leadership and business groups to manage customer satisfaction and direct investigation and remediation of any service-level breakdowns.

  • Work with business leaders, IT leadership and engineers to design and engineer disaster recovery, high availability and Business Continuity programs.

  • Investigates industry trends and implement new technologies to improve the level of service and technology provided to the business.

  • Accountable for developing and driving annual and continuous improvement plans for personnel.

  • Recruit, develop, retain and motivate a team operating at a high performance level.

  • Enforce personnel policies and procedures as outlined in the Employee Handbook and coordinate issues as needed through the Human Resources department.

Qualifications/ Education Requirements:

  • B.S. or Graduate degree in Computer Science, Information Technology, other related field or equivalent work experience

  • ITIL Foundation certified preferred

  • 10+ years of overall enterprise IT experience

  • Experience with application runtime environments such as Apache, .NET Framwork, Java JVM or J2EE environments such as Tomcat, Weblogic, WebSphere

  • Practical experience building infrastructure to support separate in-house software development teams through all phases of the SDLC from initial development through production support

  • Business Continuity and Disaster Recovery design and implementation experience with multiple sourcing strategies; to include both insourcing and outsourcing required

  • Understanding of security related application considerations such as encryption in motion, encryption at rest, access controls and SOX validation

  • Experience working with application monitoring tools including tools implementation and upgrades

  • A strong background in threshold-based monitoring, event-based alerting, and capacity management is required

  • Direct working experience with ITIL process such as incident, problem, request, change and configuration management

  • Demonstrated success developing and managing resource modeling, capacity planning and management methods

  • Excellent written and verbal communication skills, as well as planning and organizational skills

  • Extensive background in large enterprise settings with a focus on technology as a competitive advantage being core to the business needs

  • Strong customer focus with a demonstrated ability to work seamlessly with business sponsors and technologists

Additional Success Factors

  • Communication and Influencing: The job holder must clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. An individual with excellent interpersonal skills and influencing ability who can win the confidence of individuals at all levels, both inside and outside of the organization. The job holder must have excellent written and verbal communication skills. He / she actively seeks out and supports collaborative thinking and problem solving with others in the organization and provides timely, accurate and useful feedback to those they work with and manage. He / she must be able to communicate with and understand the needs of non-technical customers.

  • Teamwork: An individual who can work effectively in a collaborative environment and foster teamwork across all levels of the organization.

  • Technical Expertise: The job holder must have a working and design level understanding of multiple financial applications and systems. The ideal candidate should provide examples of maturation of applications operations delivery via automation initiatives, and possess a continuous improvement mindset.

  • Experience managing High volume transaction processing (OLTP) environments, with 24/7 support and 99.999% uptime requirements.

  • Experience with deployment and system build automation.

  • Experience working with geographically dispersed teams and customer base.

  • Ability to motivate others to perform above normal expectations.

  • Excellent customer service, communication, interpersonal and presentation skills.

  • Requires ability to withstand mental pressure caused by time deadlines, frequent changes, periodic heavy workload, rapidly changing environment and dynamic business growth.

  • Compliance & Ethics Expectations:

  • Participates and successfully completes the company’s compliance program requirements and adheres to the Code of Conduct, Company policies, and applicable federal and state requirements.

  • Sets an example for other employees regarding how the Company’s Code of Conduct and Compliance Program is applied and observed every day when dealing with customers, business operations, or other teammates.

  • Reports potential violations of company policy, Code of Conduct, and/or applicable laws and regulations to the company hotline, thorough the chain of command, to the Compliance and Ethics Department, or through other channels made available by the company for reporting potential violations.

  • Promotes an environment in which other employees are encouraged to report potential violations.

  • Provides input and suggestions regarding areas in which policies, procedures, workflows, and/or controls can be improved to enhance compliance.

Travel Required: 10%

Physical Demands: Those required in a typical office environment including sitting most of the time, finger dexterity for computer and paper work, talking to convey detailed or important instructions, average hearing for normal conversations, and average visual acuity.

We are an EOE F/M/D/V.

Global Payments, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color creed, religion, sex, national origin, age, citizenship, disability, veteran status or any other protected status. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of responsibilities, duties and skills required.

Nearly 90 percent of our employees rate Heartland a great place to work. More than just a job, we offer a career with a company you can believe in. From IT to customer service to sales and corporate, we have a wide range of opportunities. And with locations across the country, we may be in your own backyard. Heartland Payment Systems is a Global Payments company.

Global Payments Inc. (NYSE: GPN) is a leading worldwide provider of payment technology services that delivers innovative solutions driven by customer needs globally. Our technologies, partnerships and employee expertise enable us to provide a broad range of products and services that allow our customers to accept all payment types across a variety of distribution channels in many markets around the world.

Headquartered in Atlanta, Georgia with more than 8,500 employees worldwide, Global Payments is a member of the S&P 500 with merchants and partners in 30 countries throughout North America, Europe, the Asia-Pacific region and Brazil.

Why Work for Global Payments?

  • Corporate citizenship is fundamental to our values

  • Real opportunities to grow professionally

  • Collaborative, friendly work environment

  • Relaxed, casual dress code

  • Competitive benefits