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 Infrastructure Network Services (GINS) team, the Network Operations Level-1 Engineer is the in-shift detection, notification and escalation point for network issues. The Network Analyst has the primary responsibility for managing and responding to Network, Hardware and external client and circuit events which may result in impaired connectivity to our clients and internal business.  The position requires an in-depth understanding of how logical and physical connectivity issues can affect transaction quality.  

The preferred candidate will possess all of the following competencies:

• Report to NOC Manager, able to lead the team and be a subject matter expert on complex network outages.
• Good understanding of customer topology and potential work-around scenarios to mitigate client impact first.
• Modify and create work instructions or Recipes to prepare for similar impacting events and allow for a quicker response.  Constantly review work instructions for accuracy and solicit improvements through second level support groups.   
• Ability to communicate effectively throughout the incident management process to ensure that all communications are timely and accurate, as per documented process
• Follow documented support procedures, managing each issue through resolution or turnover in order to maintain established service levels.
• Track update and resolve all assigned incidents, changes and problem reports in the incident management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.
• Properly escalate incidents in a timely manner per support guidelines and procedures.
• Proactively monitor, recognize, analyze, isolate and/or resolve documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques.
• Articulate problem statement with clarity, liaise with L2 support groups and/or development groups to collaborate on the resolution of incidents. Possess the sense of urgency and be able to deal with SWAT Calls during widespread outages.
• Support automation project schedules and changes.
• Maintain and achieve new technical skills through inhouse or external trainings by engineering or higher-level support teams. 
• Responsible for the internal and external communication of issues to management, other internal support groups, and the customers via pages, email broadcasts or phone.
• Should have a strong understanding of transaction message flow and the different types of exceptions that can be encountered resulting in cardholder impact
• Incident bridge stewardship in support of timely resolution of internal issues.
• The position is required to perform 12hr rotating day shift duty (eg. 8am-8pm, 9am-9pm).

Work Hours This position requires the incumbent to be available during core business hours.

Travel Requirements This position requires the incumbent to travel for work less than 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, 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.