Job Description What’s it all about? A Visa Operations Command Center (VOCC) is a team with staff based in Singapore, UK, and US. The team is well diverse within an amazing collaboration culture and working atmosphere, where we foster creativity, while supporting what we love the most connecting millions of people every day.  The analyst is expected to drive incident resolution upwards of 90% of all issues without the need for any escalation. Ideal candidate must possess demonstrable leadership qualities combined with technical expertise, and client advocacy to be able to drive and direct a best-in-class ITIL focused service to Visa customers. The Associate Analyst will be required to drive Service level expectation against performance to ensure that external and internal clients experience a positive response to inquiries, issues, and events. The preferred candidate will possess all the following competencies. What we expect of you, day to day.

• Identify ways to improve processes and procedures generates new ideas and options.
• Work with technical teams to identify and implement improvements in tools and monitoring using automation or other technical solutions.
• Work with Management and Operations SMEs to identify potential areas of improvement in processes. Develop and implement those improvements and engage with Operations teams to ensure process improvements are distributed effectively including the provision of education.
• Communicate effectively throughout the incident management process to ensure that all communications are timely and accurate.
• Able to prescribe the fastest and easiest resolution path.
• Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards.
• Provide system administration on multiple server platforms, in the resolution of incidents. Liaise with support groups in the resolution of incidents for complex, unfamiliar issues.
• Able to anticipate and resolve additional potential problems with our critical applications support. 
• Maintain technical skills through participation in ongoing training.
• Ability to identify, analyse and isolate anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques.
• Will take the leadership role and will be accountable for the management of highly critical events that may have the potential of major financial and or reputation impacts to Visa, Inc.

Qualifications Basic Qualifications

• Bachelor's degree, OR 3+ years of relevant work experience

Preferred Qualifications

• 2 or more years of work experience
• Bachelor’s Degree in Information Technology or Information Systems or related discipline.
• Good communication skills
• Comfortable working on a 12 hour shift schedule
• We are after someone that can make a difference in our current team. 
• Communicate effectively throughout the incident management process, and demonstrate the ability draft the various types of communication in complex and non-routine situations. 
• Able to elaborate technical event into a business language.

Additional Information 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.