Sr. Application Support (Junior Level)

DPS Distributed (Forward, Visa transaction Control) is a digital issuer processing platform that will provide our digital clients agility and operational excellence at scale. It combines the best of proven DPS issuer processing capabilities with a new suite of REST APIs designed to integrate with modern, digital banking cores. The suite of APIs are designed to be consumed as fit-for-purpose building blocks from which to create unique card programs and payment solutions.

The role involves significant interaction with but not limited to Monitoring (eyes on glass), ticketing and office communications. As a member of the VOCC (Visa Operations Command Center) you will be on the front line of application and environment support. Members are directly responsible for error mitigation and escalation to advanced support teams in a 24x7 environment.

Candidates must be able to work as part of a team with staff across multiple locations. They must also possess the ability to deliver results in a dynamic and ever-changing environment, utilizing excellent communication and time management skills.

Essential Functions

Provide first level support to customers to understand the nature of the problem and initiate the troubleshooting process, ensuring the highest quality of service delivery throughout.

Works closely with second and third level support teams, business teams and external vendors

Monitoring, Proactive analysis of products and services such as servers, APIs, and internal tools to detect and quantify anomalies.

Monitor and operate the Visa DPS Distributed systems in a multi-datacenter and multi-processing environment.

Support technical bridges and interact with both technical staff and management during the incident management process.

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

Provide exceptional customer service to our clients and their vendors via inbound phone calls, e-mail, and tickets

Direct application monitoring for over 900 servers.

Error investigation and resolution or escalation.

Assist in Patching of servers.

Supporting ongoing changes to multiple environments.

Utilize collaboration across multiple teams, while displaying exceptional levels of professionalism on all interactions.

Shift Work:

The position requires availability for weekday, weekend, and holiday work shifts.

Position entails a 12-hour shift on a rotating shift basis (Week 1 two on, two off, three on Week 2 two off, two on, three off)

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
• Must have a High School diploma or equivalent or relevant work experience

Preferred Qualifications
• . 2 or more years of work experience
• ITIL Service desk experience
• Preferred 3-5 years’ experience working in payment industry.
• Information Technology Infrastructure Library Foundation Certificate is a plus.
• Proficient in Microsoft office.
• Windows server 2012-2019
• Unix server RedHat or related
• Experience detecting, troubleshooting and driving mitigation for degraded service or outages
• The ability to prioritize and handle multiple tasks at once under duress.
• Proven technical aptitude and a desire to learn is a must.
• Experience with Service Now, Netcool or other industry standard monitoring and ticketing tools

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 55,800.00 to 76,750.00 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.