Ops Support (Engineer) - Level 3

  • Basingstoke, UK
  • Full-time

Company Description

Fascinated by the future and captivated by technology?

Smart, driven and want to make a difference in the world?

You’ll fit right in.

Join a diverse team at Visa, where your individuality fits right in. We can provide the opportunity to shape the payments experience globally. Together, let’s transform the way the world pays.

Think you know us?

Our mission is to connect the world through the most innovative, reliable and secure digital payment network that enables individuals, businesses and economies to thrive.

Individuality fuels our brand and our global team – we’re proud that we are a talented team of 15,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life outside of the office, whether it’s taking advantage of agile work schedules or our wellness programs, Visa respects and encourages meaningful work/life balance for everyone. In addition, we offer market leading salary and have a fantastic benefits offering.

So, if you’re not satisfied with the status quo, we can satisfy your desire to explore new territory, giving you the runway to really make an impact, whilst connecting you with teams around the world in a truly inclusive culture that celebrates our uniqueness.

Job Description

If you think you could support Visa as an Ops Support (Engineer), we want to hear from you – together, let’s make Visa a great place to work.

What’s it all about?

A Visa Operations Command Center (VOCC) analyst for the Open Systems team, should be able to support an ITIL based infrastructure to include incident resolution and escalation of issues for which there is no immediate workaround. The analyst is expected to drive incident resolution upwards of 80% of all issues without the need for any escalation. Ideal candidate must possess demonstrable leadership qualities combined with technical expertise, and client advocacy to be able to drive and direct a best in class ITIL focused service to Visa Inc. customers. The analyst will be required to drive Service level expectation against performance to ensure that external and internal clients experience a positive response to inquiries, issues and events. The preferred candidate will possess all of the following competencies: 

What we expect of you, day to day.

  • Communicate effectively throughout the incident management process to ensure that all communications are timely and accurate. Ability to draft the various types of communication in complex and non-routine situations, and distribute to appropriate recipients within set time frames with no guidance.
  • Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards.
  • Provide routine L2 system administration on multiple server platforms, in the resolution of incidents. Liaisons with L2 support groups in the resolution of incidents for complex, unfamiliar issues.
  • Support and participate on project schedules and changes which can include UAT testing, creation of process and procedures, and assisting with training development and implementation specific to immediate team and/or department.
  • Maintain technical skills through participation in ongoing training. Ability to train junior staff members in technical disciplines.
  • Ability to identify, analyse and isolate anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques.
  • May take the leadership role in managing highly critical events that may have the potential of major financial and/or reputation impacts to Visa, Inc.
  • Acts as the team technical and process SME. (Subject Matter Expert)
  • Will take the leadership role and will be accountable for the management of highly critical events that may have the potential of major financial and/or reputation impacts to Visa, Inc.
  • Will serve as the management delegate for the team in the absence of an on duty manager, this includes managing the escalation phone line (on duty manager hotline).
  • Primary escalation for the team when the shift manager is unavailable.

Qualifications

What we’re after…

  • Communicate effectively throughout the incident management process to ensure that all communications are timely and accurate. Ability to draft the various types of communication in complex and non-routine situations, and distribute to appropriate recipients within set time frames with little to no guidance.
  • Track and update all incident in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards.
  • Provide routine L2 system administration on multiple server platforms, in the resolution of incidents.
  • Liaise with L2 support groups in the resolution of incidents for complex, unfamiliar issues.
  • Support and participate on project schedules and changes which can include UAT testing, creation of process and procedures, and assisting with training development and implementation specific to immediate team and/or department.
  • Maintain technical skills through participation in ongoing training. Ability to train junior staff members in technical disciplines.
  • Ability to identify, analyse and isolate anomalies presented via standard alerting utilising a variety of hardware and software testing tools and techniques.
  • May take the leadership role in managing highly critical events that may have the potential of major financial and/or reputation impacts to Visa, Inc.

Alternative Schedule Required: 

  • This is a two-week rotating schedule of 12-hour shifts | Ability to work 12hr rotating shifts,
  • Required to work OT as requested to cover staff shortages and training
  • This is an operational department therefore, you will be required to work weekends and over the holiday periods as scheduled

Basic Qualifications

  • Relevant work experience or a Bachelor's Degree

Preferred Qualifications

  • Windows, Unix and Linux admins background,
  • Operation Work Environment
 

Think you have what it takes?

If you are interested in a career that will challenge and inspire you – we’d love to hear from you!

Additional Information

Diversity & Inclusion

Universal acceptance for everyone, everywhere, is not only our brand promise, it’s the foundation of our company culture. We foster a feeling of connectedness in the workplace, support diversity of thought, culture and background, fight for important initiatives like Equal Pay and actively work to eliminate unconscious biases that hold us all back.

By leveraging the diverse backgrounds and perspectives of our worldwide teams, Visa is a better place to work and a better business partner to our clients. 

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