Associate Tech Support Analyst

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Essential Functions:

• Work in the Visa Operations Command Center as first level monitoring supporting Visa’s Digital Risk platforms in a 24/7 environment.

• Support the team in troubleshooting and escalating incidents that may have financial or brand impact.

• Monitor transaction flows for Tokenization, Application Programming Interface (API), and other transactions for Visa’s critical services.

• Monitor traffic performance through Visa’s Datacenters for core services.

• Monitor system platform health (Infrastructure components).

• Build relationships with all supported customers and service providers (internal and external) and act as a liaison to identify opportunities and implement solutions.

• Lead technical bridges and interact with both technical staff and management during the incident and change management process.

• Ensure the incident management process is followed, and all communication requirements are met.

• Follow up on outstanding incidents and work with other teams to ensure all task items are completed.

• Communicate effectively with upper management, customer support and technical support teams during critical events.

• Ensure all post-incident actions are documented correctly (ITIL Process) and participate in problem reviews and service improvement meetings.

As we reimagine work, it’s important to find a balance between flexibility, collaboration and ensuring best-in-class availability for our Global Operations team. To that end, GO shift employees will have up to 3 flex shifts per month, pending scheduling and manager discretion.

This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location

Basic Qualifications:
• Bachelors degree, OR 3+ years of relevant work experience

Preferred Qualifications:
• 2 or more years of work experience
• Previous IT Operations/Service Desk experience desirable, but not essential as training will be given.
• Exposure to Unix/ bash or shell scripting is an added advantage.
• Basic Understanding of message flow with the ability to gain an in-depth understanding
• Basic understanding of API monitoring/reading logs
• Exposure to ITIL standard ticket practices/Service Now experience a plus
• Basic understanding of Networking.
• Experience with ISO 8583 or equivalent messaging protocol.
• ITIL foundations certified.
• Working knowledge of Linux, Splunk, Grafana, Prometheus including log analysis and constructing queries.
• Familiarity with Application Programming Interface (API).
• Working knowledge of production support processes such as Incident/Change/Problem management, call triaging and escalation procedures.
• Good understanding of ServiceNow and Netcool.
• Strong verbal and written communication skills.
• Strong ability to collaborate.
• A calm and technical approach to solving problems surrounding business critical infrastructure.
• A strong understanding of the payment and financial industry and transaction traffic workflows.
• Excellent time management and decision-making skills with comfort making decisions that will impact the business and reputation.
• Experience working effectively with business and IT staff in multiple locations.
• Knowledge of functional business processes surrounding the applications with prior experience in support or implementation.
• Excellent problem identification, analysis and solving skills.
• Demonstrated ability to absorb, analyze, and understand new information, technologies, and practices quickly.
• Active listener, customer focused, relationship builder, team player.
• Understanding of Key Controls, PCI Compliance, and Industry best practices.
• Familiarity with Cloud services (AWS, Azure, Google)

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 62,600 to 93,700 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.