Operations Analyst

  • Ashburn, VA
  • Full-time

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

The global systems operations team supports all the processing operations for Visa Inc., including Visa's networks, systems, and applications. It is also responsible for physical engineering and support of the Visa facilities and the lab environment. As a member of Operations Command Center, the Operations Analyst has the primary responsibility for monitoring authorization processing and providing first level response to assist with the mitigation or elimination of issues which may be impacting to our clients, or the VISA brand. 

The preferred candidate will have the responsibility of being the first point of contact for all Visa customers (worldwide), and will need to possess excellent Leadership, Customer Service, technical and analytical abilities in order to effectively manage first contact with VISA customers and resolve a high number of reported issues without any need for escalation or assistance. Does your experience include dedicatedly monitor, recognize, analyze, isolate and/or resolve documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques? Do you enjoy being responsible for the communication of issues to management, other internal support groups and customers via pages, email broadcasts or phone calls? As part of this team, you will support and advocacy for Visa clients comprised of consumers, businesses, financial institutions, and governments worldwide. We use ISO 8583 message format to build a solid grasp of the payment transaction elements from point of sale ultimately resulting in a flawless transaction for the cardholder.

We develop an in-depth understanding of Authorization transaction message flow and the various types of transaction exceptions that can be encountered resulting in cardholder impact. Our team captures pertinent information and work with our clients to isolate and resolve the majority of events without any need for assistance. As a team member, you document support procedures, managing each issue through resolution or turnover in order to maintain established service levels. You will track, update, and resolve all assigned incidents, changes and problem reports in the incident. Our team takes pride in ensuring that documentation is thorough, accurate and meets a standard of high quality. We properly raise incidents in a timely manner per support guidelines and procedures. You will be the liaise with L2 support groups and/or development groups to collaborate on the resolution of incidents and problems. And you will Bridge Stewardship in support of timely resolution of internal and client facing issues.

Essential Functions

  • Driving high level troubleshooting calls with Senior leadership.

  • Ensuring quality of internal Service Interruption Notifications as well as text message notifications.

  • Manage Escalations and internal processes as they occur.

  • Driving quality through continual improvement of internal handling.

  • High availability for business-critical needs.

  • Provide guidance and decisioning during high impacting incidents.

  • Monitor VisaNet transactions, client connectivity as well as VIP systems status.

  • Document and communicate critical milestones/progress of ongoing incidents timely and accurately.

  • Provide e-mail and phone assistance support for VisaNet e.g., Connections, transactions, request, general inquiry and troubleshooting.

  • Demonstrate technical leadership skills in day-to-day work, take ownership of critical issues where appropriate, drive incidents to resolution in a timely manner as dictated by the impact and severity of the problem.

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

  • Will understand and adhere to the current escalation and critical situation management process within the Global Operations Command Center.

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

  • Use verbal and written communication skills to ensure that management is well informed of ongoing incidents. Craft written responses based on the target audience.

  • Work on ticket queues, mailbox, alert console and phone calls.

  • Constantly follow-up on all open incidents and problem tickets to meet group objectives.

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.

Qualifications

Basic Qualifications:
- 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
- Ability to adapt to change rapidly.

Preferred Qualifications:
- 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
- Leadership experience.
- Ability to act decisively and to react under pressure.
- Payment processor or payment network experience.
- Understanding of and experience with network connectivity fundamentals and related device health statuses.
- Strong reporting and documentation skills
- Lead by example
- MS Office suite proficiency
- Service Desk or Operations experience with a demonstrated pattern of increased responsibility.
- Uses sound judgment in resolving priorities and enlisting support of other internal groups to prevent any compromise to Visa business or client service level agreements
- Technical support experience on servers, systems and network.
- Ability to quickly learn Visa proprietary as well as industry standard tools to support monitoring and response for client and Visa brand issues. Primary Tools are Netcool and Vital Signs
- Ability to speak Spanish or Portuguese would be beneficial to support LAC Market (VisaNet)
- Able to effectively communicate at a staff level and senior management level.
- Need to already possess Information Technology Infrastructure Library Foundation Certificate (ITIL), or ability to obtain within 6 months

Additional Information

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

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.

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