Associate Technical Support Analyst - REF21775D
As the world’s leader in digital payments technology, Visa’s mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You’re an Individual. We’re the team for you. Together, let’s transform the way the world pays.
Desired candidate will be part of the Visa Operations Command Center, monitoring all critical production applications and resolve or manage the prompt resolution of all incidents.
Chair and actively drive critical/major incident resolution to meet group MTTR objectives.
Monitor business critical transactions/services and document and communicate critical milestones/progress of ongoing incidents timely and accurately.
Correlate critical alerts on monitoring platform with actual system outages.
Accurately and promptly assess/solicit the impact of a critical/major system/application outage.
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.
Resolve standard incidents promptly without escalation.
Understand and adhere to the current escalation and critical situation management process within the Global Operations Command Center.
Responsible for the internal and external communication of issues to users, other internal support groups and the customers via pages, email broadcasts or phone.
Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts.
Work on multiple platforms including ticket queue, mailbox, alert console and phone calls.
Propose process/procedure improvements to better the department and services provided.
Offer effective/sound recommendations to address repetitive issues.
Bachelor's degree in IT, Computer Science or equivalent industry experience.
Possess Information Technology Infrastructure Library (ITIL) Foundation Certificate.
Minimum of 2 years of hands on experience with Open Systems platforms Windows & Unix/Linux.
Has 2 or more years of operational experience with a demonstrated pattern of increased responsibility, working in a level one or operational support environment.
Has 1 or more years of experience with Ticketing Tools (Service Now, Remedy or similar applications)
Meticulous, highly motivated and portray a sound business ethic.
Excellent verbal and written communication skills.
Good business and technical knowledge of the Visa systems including network architecture, operating system and associated tools.
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.
Able to work on own initiative and independently but at the same time, can work effectively and productively in collaboration within a team.
Must be able to multitask and prioritize work.
Must have an analytical mind - be able to analyze situations and offer solution to common problems.
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.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.