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.

Scope

This position is responsible for IT operational support of CyberSource payment system - monitoring all critical production applications and resolve or manage the prompt resolution of all incidents. You will be expected to work closely with Visa Global Operations team (US, AP & Japan) to support all Operational life cycle for production payment processing.

In addition, you will work closely with 2nd level reliability engineering team and customer support team to assist in all aspects of service level management, and continuous service improvement.

Responsibilities & Requirements

• The role will report to IT core system operations (Global operations) manager in Japan to responsible for CYBS production processing services and will be expected to work closely with other Operations teams in Singapore & US, Customer support team in Singapore & Japan.
• Make sure service level of day to day operations and service monitoring/supervision of applications in charge of.
  • Provide routine L1 system administration on multiple server platforms (Windows, Unix/Linux, Solaris) operations for application & system incidents & inquiries for both CYBS and Japanese processors.
  • 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.
  • 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.
  • Actively drive critical/major incident resolution to meet group 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.
• Analyze root cause of discrepancy of service delivery from service level objectives and required standards, raise issues and suggestions to supporting groups, make sure preventive/corrective measures are prepared and implemented.
• Responsible to answering the inquiries from internal/external customers for CyberSource authorization and Clearing & Settlement platform. 
• Responsible for providing 1st level operational support to customer support & Japan sales in trouble shooting to resolve service exceptions & client inquiries
• Next level of escalation to support supervisors or vendor senior engineers on rapid actions for prolong outages
• Create/Review ad-hoc incident & scheduled maintenance reports before dissemination
• Responsible to involve oversee implementation/ changes to work with CYBS product & development team to develop/implement Japanese specific requirement.
• First point of contact for service management of all technology incident and problem escalations with third party technology vendors and internal Visa staff – this will require off hours work whenever needed, and the candidate is expected to be available to lead all related activities. Also, to prevent the occurrence of the same incident again, candidate will need to ensure implementation of required remediations.
• Develop a strong working relationship with Visa’s internal teams to establish priorities, manage software delivery schedules and maintain ongoing service management.
• Others:
  • Some administrative work is expected, including coordinating internal meetings as well as with processors, vendors, and acquires.
  • Provide backup responsibilities for local technology staff, including managing relationships with non-technology support vendors. Accountable for driving contract renewals for technology contracts with Japanese processor & local vendors, coordinating with the business, and other critical functions like finance, sourcing and legal teams including supplier management.
  • Assist in identification of local suppliers, pricing and availability information to make efficient strategic system by application & product development team.

Basic Qualification:

• Bachelor's degree in IT, Computer Science or a related discipline.
• Excellent understanding 2 or more years hands on experience with Open Systems platforms (Windows & Unix/Linux, Solaris, SQL) OR Mainframe platforms (MVS) in payment industry experience.

Preferred Qualification

• Excellent understanding and at least 3 or more years hands on experience with Open Systems platforms (Windows & Unix/Linux, Solaris, SQL) or Mainframe platforms (MVS) in payment industry experience.
• Understanding and experience of  systems operations and of networking principles.
• Possesses Information Technology Infrastructure Library (ITIL) Foundation v4 Certificate or higher certification is a plus.
• Knowledge of high availability and scalable parallel processing application development concepts.
• Knowledge in writing and reviewing technical documentation for quality service desk setup to ensure L1 and L2 team performs all the agreed ITIL processes.
• This role is to supports technical operational department. You will require to ad-hoc work weekends and over the holiday periods for critical incident & major change support.
• Experience in managing/running technical bridge calls with real-time impact to business and sending communications to business stakeholders.
• Follow steps to manage outages in production by interfacing between business, developers, infrastructure teams and management.
• Excellent verbal and written communication skills.
• Proficient in English and Japanese, both oral and written as the role will involve interacting with global teams within Visa and domestic vendors, processors, acquirers and clients.
• Good understanding of Japan unique protocols such as Zengin, Cardnet protocol preferred.
• Information Security concepts and principles (ISO27001, PCIDSS, etc) preferred.
• Preferred to have understanding of Disaster Recovery and business continuity concepts and principles
• The candidate must be a good team player and self-motivated in completing any given task with a positive attitude.
• Meticulous, highly motivated and portray a sound business ethic.
• Has strong reporting, documentation and presentation skills.
• Able to effectively communicate at a staff level and senior management level.
• Must be able to multitask and prioritize work.
• Must have an analytical mind - be able to analyze situations and offer solution to common problems.

Working hours

• You will be expected to support other global applications  and operational support to other teams depending on business need.
• You will be expected to provide operational support outside the agreed business hours depending on business need.

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, and reach with hands and arms.

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 laws.