NOC Analyst II

Global Payments Inc.

. Perform Incident Management, Change Management, and/or Problem Management activities .

Posted 10/19/2026full-timeXi'an • ChinaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Incident Management, Change Management, and Problem Management, with a strong focus on root cause analysis and effective communication with technical teams. Proficient in creating reports and metrics to drive continual service improvement and align change processes with client requirements.

Highest-signal resume keywords

Incident ManagementChange ManagementProblem ManagementITIL Foundations CertificationRoot Cause Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementChange ManagementProblem ManagementRoot Cause AnalysisTrend AnalysisTechnical DocumentationService TransitionClient SLA/OLA DeliveryAction TrackingTechnical Feedback

Soft Skills

JudgmentRelationship BuildingCollaborationAnalytical ThinkingCommunication

Tools & Technologies

Corporate Ticketing SystemsIncident Tracking SystemsMeet Me Lines (MML)

Certifications & Qualifications

ITIL Foundations Certification

Industry Keywords

IT ServicesService ImprovementClient ServiceSupplier Change ProcessesProduct Catalogue

About the role

Key responsibilities & impact

Perform Incident Management, Change Management, and/or Problem Management activities
Collaborate with internal technical resources on incident and problem management
Respond to issues with actual or potential impact to client service
Determine root causes and resolve incidents within appropriate timescales
Create and manage post-incident analyses, trends, reports, metrics, action recommendations, and tracking
Drive the change process with minimal impact to client service
Document incident scope, impact, status, resolution, milestones, and technical timelines in corporate ticketing and incident tracking systems
Escalate and communicate notifications to level 3 technical support, management, and critical incident management
Open Meet Me Lines (MML) for technical teams
Coordinate internal technical and business teams to resolve incidents and identify action plans
Provide technical feedback for internal and external client communications
Assess incident criteria for formal root cause analysis
Collaborate with technical resources to determine root cause and provide written incident reports within Client SLA/OLA delivery times
Provide problem management action plans and escalate as needed
Assist Senior Analysts with trend analysis, action recommendations, and action tracking
Ensure change activities follow planning and authorization processes
Align supplier change processes with client contractual requirements
Champion and support change management methods, processes, and procedures
Facilitate service transition by maintaining the product catalogue
Participate in continual service improvement by providing role feedback and key data points

Requirements

What you’ll need

Bachelor's Degree
Experience with various technologies and IT Services
Major in Computer Science strongly preferred; other majors considered
Willing to accept additional experience in lieu of a degree
Typically minimum 2 years relevant experience
ITIL Foundations (current version) certification preferred
Developing professional expertise and ability to apply company policies and procedures to resolve a variety of issues
Ability to analyze situations or data requiring review of a variety of factors
Ability to exercise judgment within defined procedures and practices
Ability to build productive internal/external working relationships