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.

Essential Functions

• Work in the Visa Command Center monitoring and supporting payment services for key strategic CyberSource customers.
• Gaining a solid understanding of the Payment Ecosystem and how CyberSource services and solutions provides value.
• Become knowledgeable of the major business processes of the strategic customers and how the customers uses the payment services that CyberSource is providing.
• Use verbal and written communication skills to provide clear and concise communications including the participation in meetings, conference calls and technical troubleshooting bridges with internal technical staff, Customer support and external customers.
• Bridge the gap between technical staff and customers during an incident and implementation of changes.
• Provide support for applications in Linux environments and assist in troubleshooting network, database and system issues that may not be well documented.
• Use basic scripting skills to generate reports based on contractual requirements, work requests and incidents.
• Manipulate basic SQL queries and shell scripts to provide business and impact analysis. Work with the team to improve existing queries and scripts.
• Demonstrate an ability to investigate and identify root cause of incidents and problems based on customer information, business operations results, application behavior and log data.
• Demonstrate the ability to quickly gauge the scope and criticality of impacts or potential impacts from incidents and changes and take the appropriate actions.
• Works closely with other technical support teams and Customer Support to ensure incidents and work request are closed out and results and impacts are clearly communicated per the documented processes.
• Review and identify areas for improvement within documented procedures and work with appropriate groups to implement changes.
• Demonstrate a strong work ethic, with the ability to work in fast paced, team oriented environment.
• Use sound judgment and good time management skills, acts with a sense of urgency, proactive in the support of customer’s services, drive incidents to resolution and complete assigned task on time in order to meet customer contractual requirements and expectations.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

“Visa does not support immigration for this role.”

Basic Qualifications

• 5 or more years of relevant work experience OR a  Bachelors Degree or at least 2 years of work experience. 

Preferred Qualifications
• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Bachelor’s degree  or 2  years of  IT Degree with relevant work experience.
• Information Technology Infrastructure Library Foundation Certificate is a plus.
• Six Sigma Certification is a plus.
• 5 or more years working in a Linux environment.
• Proficient and comfortable communicating with external customers, technical teams, management and other customer support.
• Proficient in Microsoft office.
• Experience supporting and troubleshooting highly available systems.
• The ability to prioritize and handle multiple tasks at once under duress.
• A proven technical aptitude and a desire to learn is a must.
• Experience with Ask Now, JIRA, Netcool or other industry standard monitoring and ticketing tools.
• Experience troubleshooting with Perfmon, Riverbed, or other performance monitoring tools.
Additional Information
This is a 24x7 support group with rotating and alternating shifts with various days off.
Overtime is required as requested to support absences, training and work load.
This is a Support role in an Operations department that requires shift work that will be scheduled overnight, weekends and holidays.

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.