Essential Functions

• Support and advocate for Visa clients comprised of financial institutions and vendors
• Properly escalate incidents promptly per support guidelines and procedures
• Proactively monitor, recognize, analyze, isolate, and resolve VOCC outages utilizing a variety of tools and techniques
• Internal and External Bridge Stewardship in support of timely resolution of internal and client-facing issues
• Work simultaneously and independently on multiple platforms
• Assess the impact of incidents and author communication for distribution to appropriate recipients within set time frames without guidance
• Support scheduled changes

Work Hours: This position requires the candidate to work 12 hours shift work during the day (with a 2 weeks rotation). When scheduled, the staff would be required to work on weekends and public holidays.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications:
Must have a High School diploma or equivalent or relevant work experience

Preferred Qualifications:
Basic Knowledge of networking
Basic Understanding of message flow with the ability to gain an in-depth understanding
Basic understanding of API monitoring/reading logs
Basic Understanding of File transfer protocol
Strong verbal and written communication skills.
Takes ownership through to incident resolution.
Client focused ethos with the ability to interact across all management levels.
Exposure to Unix/ bash or shell scripting is an added advantage.
Exposure to ITIL standard ticket practices/Service Now experience a plus
Working knowledge of Linux, Splunk, Grafana, Prometheus or other monitoring tools including log analysis and constructing queries preferred.
Previous IT Operations/Service Desk experience desirable, but not essential as training will be given.
Experience with ISO 8583 or equivalent messaging protocol.
Associate degree in relative field or 2 years of equivalent industry experience. 2 years working in tech industry is a plus.
Ability to work effectively as part of a team and individually (self-starter).
Accepts responsibility for own workload management and escalates / seeks advice & guidance where required.
Ability to make decisions based upon information available, present recommendations and deal with moderate challenges.
Assesses urgency of incident, completes analysis, and applies sound logic and problem-solving techniques.

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.