Technical Support Analyst - REF11505M

  • Singapore, Singapore
  • 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

Desired candidate will be part of the Visa Operations Command Center - monitoring all critical production applications (Digital Mobile Products, Distributed Systems or Transactions) and resolve or manage the prompt resolution of all incidents.

Job Responsibilities:

  • Monitor business critical transactions/services 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.

  • 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 or client 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.

  • Propose process/procedure improvements to better the department and services provided.

  • Offer effective/sound recommendations to address repetitive issues.

Qualifications

  • Bachelor's degree in IT, Computer Science or equivalent industry experience.

  • Minimum of 5 to 8 years of hands on experience with Open Systems platforms Windows & Unix/Linux, Solaris.

  • 3 to 5 years of Service Desk experience with a demonstrated pattern of increased responsibility.

  • 3 to 5 years of coding experience and has SQL background.

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

  • Meticulous, highly motivated and portray a sound business ethic.

  • Excellent verbal and written communication skills.

  • Has strong reporting, documentation and presentation skills.

  • Able to effectively communicate at a staff level and senior management level.

  • Experience in managing/running high visibility technical bridge calls with real-time impact to business, crafting and sending communications to business stakeholders.

  • Manage serious outages in production by interfacing between business, developers, infrastructure teams and management.

  • Able to work on own initiative and independently.

  • Open to work 12 hour shift schedule (permanent day).

  • This is a 24/7 operational department where you will be required to work weekends and over the holiday periods.

Additional Information

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

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