Desired candidate will be part of the Visa Operations Command Center, monitoring various critical production applications and resolving or managing the prompt resolution of all incidents.

Job Description and Responsibilities

• Participate/ facilitate in critical and major technical bridges or activities, leading and driving calls to resolution to meet group MTTR (Mean Time To Resolution) objectives.

• Correlate critical alerts on monitoring platform with actual system outages.

• Accurately and promptly assess/solicit the impact of a critical/major system/application outage.

• Exercise sound judgment in determining priorities and enlisting support of others to prevent compromises to Visa's business or client service level agreements.

• Monitors troubleshoot and attempt resolution on anomalies detected on various server operating systems and infrastructure.

• Analyse monitoring results of business-critical infrastructure and services and provide recommendations to improve detection and resolution.

• Follow documented operations processes and resolution/escalation procedures.

• Resolve standard incidents promptly without escalation.

• Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards. Follow up on tickets assigned to the team to meet group objectives.

• Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts.

• Propose and participate in the implementation of process/procedure improvements to better the department and services provided.

• Work on multiple platforms including ticket queue, mailbox, alert console, and phone calls.

• Offer effective recommendations to address repetitive issues.

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

Work Hours: This is a 12-hour day shift rotation. This is a 24/7 operational department where you will be required to work weekends and over the holiday periods.

Basic Qualifications
•Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications:
•2 or more years of work experience
•Bachelor's degree in IT, Computer Science, or a related discipline.
•Possess Information Technology Infrastructure Library (ITIL) Foundation
Certificate.
•Has an excellent understanding of Open Systems environment (Unix, Windows
& Linux).
•Has experience with monitoring tools or other ticket management tools.
•Hands on experience or knowledge of analytics tool (Splunk, Grafana) would
be an advantage.
•Has 3 or more years operational experience, working in a level one or
operational support environment.
•Has excellent interpersonal, customer service skills and English
communication skills, both verbal and written.
•Able to effectively communicate at a staff level and senior management level.
•Able to work on own initiative and independently.
•Must be meticulous, highly motivated and portray a sound business ethic.
•Must be able to work effectively and productively in a team and be
collaborative with all other teams.
•Must be able to multitask and prioritize work.
•Must have an analytical mind - be able to analyse situations and offer solution
to common problems.

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 70,600.00 to 99,700.00 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.