Technical Support Analyst

  • Ashburn, VA
  • Full-time

Company Description

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making
sure that Visa is the best way to pay and be paid, for everyone everywhere.
This is our global vision and the common purpose that unites the entire
Visa team. As a global payments technology company, tech is at the heart of
what we do: Our VisaNet network processes over 13,000 transactions per second
for people and businesses around the world, enabling them to use digital
currency instead of cash and checks. We are also global advocates for financial
inclusion, working with partners around the world to help those who lack access
to financial services join the global economy. Visa’s sponsorships, including
the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence
throughout the world. If you have a passion to make a difference in the lives
of people around the world, Visa offers an uncommon opportunity to build
a strong, thriving career. Visa is fueled by our team of talented employees who
continuously raise the bar on delivering the convenience and security of
digital currency to people all over the world. Join our team and find out how
Visa is everywhere you want to be.

Job Description

he desired candidate will work in the Visa Command Center
monitoring real-time Visa services.
The candidate shall possess
strong work ethic, with leadership skills, excellent judgment and good time
management in prioritizing work, and the ability to work in fast paced, team
oriented environment.



  • Monitor VisaNet
    transactions and document and communicate
    critical
    milestones/progress of ongoing incidents timely and accurately.




  • Demonstrate
    technical leadership skills in day-to-day work; take ownership of critical
    issues where appropriate, drive incidents to resolution in a timely manner
    as dictated by the impact and severity of the problem.

  • Provide an
    Operations and Support perspective in the adoption of new technologies and
    the implementation of new software;

  • Working
    with the appropriate groups to, administer and maintain policies and
    procedures to ensure a standard approach is adopted in the implementation
    of system changes; mentor team members on these policies and procedures

  • Will
    understand and adhere to the current escalation and critical situation
    management process within the Global Operations Command Center

  • Maintain
    technical skills through participation in ongoing training.

  • Responsible
    for the internal and external communication of issues to users, other
    internal support groups and the customers via pages, email broadcasts or
    phone.

  • Must develop
    an in-depth understanding of transaction message flow and the different
    types of exceptions that can be encountered resulting in cardholder impact

  • Review and approve new
    procedures and prepare training material for the staff.

  • Quickly and accurately assess
    the impact of a major system or application outage and communicate the
    impact to management.

  • Use verbal and written
    communication skills to ensure that management is well informed of ongoing
    incidents. Craft written responses based on the target audience.

  • Act as a single point of
    contact for the team during a crisis and direct staff to communicate the
    impact to technical teams and management.

  • Bridge Stewardship in support of timely resolution of internal issues

Qualifications


  • Effective professional verbal and written communication skills along with solid
    presentation skills

  • Excellent team player

  • Understands basic networking

  • Strong reporting and documentation skills

  • Lead by example

  • ITIL v3 certification

  • Minimum of 5 to 8 years of experience

  • Bachelor's degree, or equivalent industry experience

  • Three to five years of Service Desk experience with a demonstrated pattern of increased
    responsibility.

  • 5+ years of technical support experience on servers, systems and network.

  • Information Technology Infrastructure Library Foundation Certificate (ITIL) V3

  • The position is permanent day 12 hours shift schedule

Additional Information

All your information will be kept confidential according to EEO guidelines.

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