Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Desired candidate will be part of the Visa Operations Command Center - monitoring all critical production applications (Digital Mobile Products, Distributed Systems or Transactions) and resolve or manage the prompt resolution of all incidents.

Job Responsibilities:

• Chair and actively drive critical/major incident resolution to meet group MTTR objectives.

• Document and communicate critical milestones/progress of ongoing incidents on a bridge call timely and accurately.

• Accurately and promptly assess/solicit the impact, take ownership and drive incidents to resolution as dictated by the impact and severity of the problem.

• Responsible for the internal and external communication of issues to users, other internal support groups and the customers via pages, email broadcasts or phone.

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

• Follow documented operations processes and work with appropriate groups to administer and maintain these policies to ensure standard approach is adopted during escalation or when implementing system changes.

• Provide an Operations and Support perspective in the adoption of new technologies and the implementation of new software.

• Support project schedules and changes which can include participation in UAT testing, creation of process and procedures, and assist with training specific to team. This includes evaluating of products and influencing decision of purchase or outcome.

• Collaborates with the project team, internal partners, external client, and third parties to ensure the successful delivery of the workforce management system and its integration.

• Resolve standard incidents promptly without escalation.

• Constantly follow-up on all open incidents and problem tickets 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.

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

• Provide routine L1 system administration on multiple server platforms (Windows, Unix/Linux, Solaris).

• Propose process/procedure improvements to better the department and services provided.

• Offer effective/sound recommendations to address repetitive issues.

• Bachelor's degree in IT, Computer Science or a related discipline.

• Excellent understanding and at least 5 years hands on experience with Open Systems platforms (Windows & Unix/Linux, Solaris, SQL).

• Good understanding of networking principles.

• Possesses Information Technology Infrastructure Library (ITIL) Foundation v3 Certificate or higher certification is a plus.

• Experience in supporting website and mobile applications.

• Knowledge of web services standards and related technologies (XML, SOAP, REST) is a plus.

• Possesses scripting/programming knowledge or 1+ years of experience in either of the following: Java, Spring, Oracle, and other programming languages.

• Knowledge in writing and reviewing technical documentation/tutorials for quality service desk setup so as to ensure L1 and L2 team performs all the agreed ITIL processes.

• Review and approve new procedures and prepare training material for the staff when required.

• Meticulous, highly motivated and portray a sound business ethic.

• Excellent verbal and written communication skills.

• Has strong reporting, documentation and presentation skills.

• Able to effectively communicate at a staff level and senior management level.

• Experience in managing/running high visibility technical bridge calls with real-time impact to business, crafting and sending communications to business stakeholders.

• Manage serious outages in production by interfacing between business, developers, infrastructure teams and management.

• Must be able to multitask and prioritize work.

• Must have an analytical mind - be able to analyze situations and offer solution to common problems.

• Able to work on own initiative and independently.

• Open to work 12 hour shift schedule.

• This is a 24/7 operational department where you will be required to work weekends and over the holiday periods.

All your information will be kept confidential according to EEO guidelines.