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.

The DPS Distributed Global Operations Associate Systems Analyst will be part of our World Class Client-Facing Support Team and will be responsible for supporting our growing client base's business and technical needs. 

The role involves significant interaction with but not limited to: Monitoring (eyes on glass), ticketing and office communications. As a member of the VOCC (Visa Operations Command Center) you will be on the front line of application and environment support. Members are directly responsible for error mitigation and escalation to advanced support teams in a 24x7 environment.

Candidates must be able to work as part of a team with staff across multiple locations. They must also possess the ability to deliver results in a dynamic and ever-changing environment, utilizing excellent communication and time management skills.

Responsibilities

• Provide first level support to customers to understand the nature of the problem and initiate the troubleshooting process, ensuring the highest quality of service delivery throughout.

• Works closely with second and third level support teams, business teams and external vendors

• Monitoring/Proactive analysis of products and services such as servers, APIs, and internal tools to detect and quantify anomalies.

• Monitor and operate the Visa DPS Forward system in a multi-datacenter and multi-processing environment.

• Support technical bridges and interact with both technical staff and management during the incident management process.

• Ensure the incident management process is followed, and all communication requirements are met.

• Provide exceptional customer service to our clients and their vendors via inbound phone calls, e-mail, and tickets

• Direct application monitoring for over 900 servers.

• Error investigation and resolution or escalation.

• Patching of servers.

• Supporting ongoing changes to multiple environments.

• Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards

Utilize collaboration across multiple teams, while displaying exceptional levels of professionalism on all interactions

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.

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.