We are seeking a dedicated and highly motivated Senior Support Role (Entry Level) team member to support our 24×7 operational environment. The ideal candidate will have a developing understanding of systems, networks, and applications, and will be responsible for monitoring, triaging, and coordinating support activities to ensure optimal service performance. This role is part of a shift-based operations team and plays a key part in maintaining Visa’s high availability standards.

Work Schedule Requirements: 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. Weekend and Holidays will be required.

Shift Work: 12-hour shifts (6:00am - 6:30pm)

• Week 1: Monday, Tuesday, Friday, Saturday and Sunday
• Week 2: Wednesday and Thursday

Responsibilities

1. Technical Proficiency

• Monitor and maintain systems, applications, and infrastructure components within a production environment.
• Use monitoring tools and ticketing systems to detect, track, and respond to alerts or incidents.
• Follow documented procedures to troubleshoot issues and escalate when necessary.
• Maintain accurate and high-quality documentation for incidents, tasks, and operational workflows.

2. Analytical Skills

• Review and interpret logs, alerts, and monitoring data to identify abnormalities or early indicators of potential issues.
• Apply logical and structured analysis to determine root causes or next steps.
• Maintain strong attention to detail when tracking multiple operational tasks or system behaviors.

3. Problem-Solving Skills

• Respond to incidents by diagnosing and resolving issues or coordinating with internal support groups as required.
• Prioritize tasks effectively during high-volume or high-pressure periods.
• Participate in incident, problem, and change management activities in alignment with operational standards.
• Balance multiple issues at once while maintaining accuracy and service levels.

4. ITIL Knowledge

• Understand and follow ITIL-aligned processes, including Incident, Problem, and Change Management.
• Support the execution of operational tasks in accordance with service quality and SLA requirements.
• Partner with cross-functional teams to ensure seamless service delivery across the IT service lifecycle.

5. Communication Skills

• Communicate clearly and professionally with team members, internal stakeholders, and partner teams.
• Document incidents, changes, and troubleshooting steps in a consistent and detailed manner.
• Provide timely updates during active issues and escalate appropriately.

6. Time Management

• Resolve or escalate incidents within defined SLAs and operational timelines.
• Manage workload effectively during 12‑hour shift cycles and prioritize tasks based on business impact.

Specialization Support Lanes

Application Support Lane

• Support application-specific workflows such as batch jobs, billing cycles, or transaction processing.
• Monitor application health and coordinate fixes or enhancements with engineering teams.

Monitoring & Incident Response Lane

• Lead or assist during major incidents by facilitating bridge calls and driving collaboration.
• Correlate alerts across multiple platforms to identify root causes and expedite resolution.

Payments & Transaction Operations Lane

• Monitor and support financial processing flows, settlement jobs, or batch operations.
• Ensure timely completion of mission-critical payment processes.

Automation / Tools Lane

• Support development or maintenance of scripts, automations, or dashboards to enhance operational efficiency.

Visa will accept applications for this role until at least January 20, 2026.

Basic Qualifications

• High school diploma or equivalent

Preferred Qualifications:

• Relevant experience in IT operations, service desk, or technical support preferred.
• ITIL Foundation Certification preferred but not required.
• Strong technical, analytical, problem-solving, and communication skills.
• Ability to work in a structured 24×7 shift environment, including nights, weekends, and holidays.
• Ability to learn and adapt quickly in a fast-paced operational environment.
• Detail-oriented with strong organizational and documentation skills.
• Basic knowledge of AI concepts and/or programming languages such as Python, Java, or SQL to support automation and data-driven solutions.

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 this position is 55,100.00 to 82,600.00 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.