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