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.

Description

The desired candidate will work in the Visa Command Center monitoring real-time Visa services and working to resolve incidents that occur. 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.

• Gain a solid understanding of the online payment industry and leverage this knowledge to troubleshoot internal and external incidents. Leverage this understanding to build partnerships with second level teams and train down to the junior staff.
• Support applications in Linux & Windows environments, and troubleshoot network, database and system issues that are often not well documented. Use basic scripting skills to generate reports based on support requests and incidents.
• Lead technical bridges and interact with both technical staff and management during the incident and change management process.
• Demonstrate the ability to gauge the scope and criticality of impact in the defined period of time and direct the team to take the appropriate actions.
• Ensure all team goals are on track and assist with the day to day work on the floor. Identify areas to improve and work with staff and management to implement changes.
• Craft incident reports targeted for upper management and customer support in response to a critical issue.
• Interact with second level teams and Customer Support to ensure incidents are closed out and impact is clearly communicated per the process in place.
• Review change activities and upcoming maintenances and coordinate with staff to cover the activities. Identify and raise concerns with upcoming changes and work with the implementing team to resolve the concerns. 
• Coordinate with second level teams on projects and major changes. Ensure proper communication is handed down to the staff and all necessary documentation is in place.
• Provide use case documentation and requirements for new projects and form partnerships with others to ensure the requirements are met.
• Work with little supervision and oversee day to day activities by all staff members.
• Provide guidance and training to the team and act as a technical point of contact.
• Bridge the gap between second level teams and strive to answer staff questions and resolve incidents before escalation is necessary.  

• 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.
• Assign projects within the team and coordinate with staff to ensure they have the resources needed to complete them.
• Coordinate with support teams to acquire training and materials for new and existing services.
• Leverage good understanding of key controls and compliance and regulatory requirements to identify areas for improvement or of concern.
• Take lead in providing training session and documentation for new features and emerging services and ensure that all staff members are prepared to support the service. 
• Ability to speak Spanish would be beneficial to support LAC market.

Education/Professional Requirements:

• Bachelor's degree in IT, Business, or a related discipline
• 5+ years of technical support experience
• Minimum requirement for Information Technology Infrastructure Library Foundation Certificate (ITIL) Intermediate or higher certification is a plus 

Functional Requirements

• Proficient in Microsoft Office                 
• Strong technical background with a working knowledge of Splunk, including log analysis and constructing queries
• Knowledge of keynote or other web-service monitoring tools.
• Experience supporting web applications troubleshooting problems in a cross-functional environment.
• Experience in Operations environment with “hands-on support background”.
• Demonstrated ability creating process and documentation for Operations support team.
• The ability to prioritize critical tasks and coordinate with staff to accomplish them under duress.
• Willingness to work on-shift; permanent day 12 hours shift schedule
• A strong technical aptitude and excellent communication skills. Demonstrated ability to bridge the gap between Customer Support, Management and staff. 
• Three to five years of coding experience and has SQL background
• 5-8 years of Windows server support experience.
• At least 3 years of experience in application support.

• Broad knowledge of server and network infrastructure and application support in order to assess internal and external impact.
• Must possess an in-depth understanding of ITSM; project and process management; with a minimum requirement of an IT Infrastructure Library (ITIL) V3 Foundation Certification.
• 5+ years of technology experience in delivering support services directly related to IT operations and support organizations for production environments to include similar Major incident management competencies.
• Strong interpersonal skills and the ability to excel as part of a team. Uses sound judgment in determining priorities and enlisting support of other internal groups to prevent any compromise in service quality for Visa internal and external customers. Experience working in a 24X7 environment; ability to work flexible hours and be on-call. Experience managing large scale technology incidents and supporting root cause analysis.
• Exceptional knowledge/experience with ITSM/ITIL best practices for complex, global IT organizations.