This position can office in either the Ashburn, VA or Denver, CO location.

As the world’s leader in digital payments technology, Visa’s mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You’re an Individual. We’re the team for you. Together, let’s transform the way the world pays.

As a member of Global Network Operations Support, the Associate Network Analyst has the primary responsibility for monitoring the Corporate and Commercial Visa Networks and providing first level response to assist in the mitigation or elimination of issues affecting network connectivity and impacting our clients or the Visa brand. The preferred candidate will  need to possess strong technical and analytical abilities, in order to effectively monitor and support network connectivity on critical systems; resolve a high number of reported issues without need for escalation or assistance; the ability to multi-task in a fast paced environment and often act as the first point of contact with Visa customers. 

Essential Functions

• As a member of Global Network Operations Support, the Network Analyst has the primary responsibility for monitoring the Corporate and Commercial Visa Networks and providing first level response to assist in the mitigation or elimination of issues affecting network connectivity and impacting our clients or the Visa brand. The preferred candidate will need to possess strong technical and analytical abilities, in order to effectively monitor and support network connectivity on critical systems; resolve a high number of reported issues without need for escalation or assistance; the ability to multi-task in a fast-paced environment and often act as the first point of contact with Visa customers. 
• Track, update and resolve all assigned incidents, changes and problem tickets via the Ask Now management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.
• Proactively monitor, recognize, analyze, isolate and/or resolve documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques.
• Properly escalate incidents in a timely manner per support guidelines and procedures.
• Liaise with L2 support groups and/or development groups to collaborate on the resolution of incidents and problems.
• Follow documented support procedures, managing each issue through resolution or turnover in order to maintain established service levels.
• Act as the support / advocacy for Visa clients, who are comprised of consumers, businesses, financial institutions, internal groups and governments worldwide.
• Gather pertinent information and work with our clients to isolate and resolve the majority of events without need for assistance.
• Develop, edit and distribute effective internal and external communications in a timely and accurate manner, per documented processes.
• Maintain technical skills through participation in ongoing and consistent training.
• Support project schedules and change management..
• Responsible for internal and external communication of issues to management and other internal support groups.
• Internal and External Bridge Stewardship in support of the timely resolution of internal and client facing issues.

Basic Qualifications:

• 2 years of work experience with a Bachelor’s Degree 
• Ability to track, update and resolve all assigned incidents, changes and problem tickets via the Ask Now management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.
• Experience Proactively monitoring, recognizing, analyzing, isolating and/or resolving documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques

Preferred Qualifications:

• Basic Knowledge of routing/switching, tunneling, security operations/engineering, MPLS.
• Ability to quickly learn Visa proprietary as well as industry standard tools to support the monitoring and response for client and Visa brand issues. Primary tools are NetCool, Solarwinds and Ask Now.  
• Excellent verbal/written communication, organizational skills; ability to prioritize in a constantly changing work load. Interpersonal skills and ability to excel as part of a team.
• Able to use sound judgment in determining priorities and enlisting support of other internal groups to prevent any compromise to Visa business or client service level agreements.
• Required - Need to already possess Information Technology Infrastructure Library Foundation Certificate (ITIL), or ability to obtain within 6 months.
• Preferred– PCAP certification (Python Certified Associate in Programming)
• Preferred - Cisco Certified Network Associate (CCNA)
• Firewall experience and file transfer highly desirable
• MS Office suite proficiency

Work Hours

• Alternative Schedule: Two-week rotating schedule of 12-hour shifts
• OT as requested to cover staff shortages and training
• Weekends and holiday periods as scheduled
• Shift starts at 6:00 AM MT/8:00 AM ET and ends at 6:30 PM MT/8:30 PM ET
• Shift repeats every 2 weeks
• Week 1: Monday, Tuesday, Friday, Saturday and Sunday
• Week 2: Wednesday and Thursday

Travel Requirements

• This position requires the incumbent to travel for work 5% 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, reach with hands and arms, and bend or lift up to 25 pounds.

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.