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.

What an Incident Management Analyst does at Visa

• Develop an in-depth understanding of Incident Management Lifecycle

• Build the knowledge base and understand the various application service flow  product, and services

• Able to develop, edit, and distribute effective internal and external communication in a timely and accurate manner as per the documented process

• Follow documented support procedures, managing each issue through resolution or turnover to maintain established service levels

• Liaise with L2 support groups to collaborate on the resolution of incidents and problems

• Proactively work with Global Support groups and/or client or vendors to provide flexible and nimble solution for client issues and resolve system problems quickly

• Track update and resolve all assigned requests in the incident management system, ensuring that documentation is thorough, accurate, and meets a standard of high quality

• Enhance technical skills through participation in ongoing training

• Able to communicate and work cordially in global team with teammate from different culture and in time zone.

• Ensure all incidents and changes are in compliance to ITIL and operation policy

• Be able to problem diagnose, quickly and efficiently by running and review application and network traces

• Supporting the Command and Control of all Critical and High priority incidents for Visa services

• Strive to enable the team to restore IT services as soon as possible using Incident Management techniques

• Timely communication/update to all stakeholders, including senior/executive management. transform technical detail into business language and meet OLAs.

• Drive Improvement of Service Quality by preventing future interruptions to service by way of Continuous Improvement via Problem Management interfacing with Global Problem Management & Support teams

• Ensure accurate logging of incidents in ServiceNow, producing incident summary reports/executive summaries, other reports, appropriate for use in post incident review or for formal internal/external customer review

• Ensure all functions adhere to all policies and procedures to meet the requirements of the Audit, Regulators and Compliance guidelines.

• Representation & Participation for the Major Incident team during operational meetings

• Ability to prioritize and multitask. Flexibility and adaptability in work approach

• Ability to communicate well and manage highly stressful situations during the Incident.

• Ability to work unsupervised and make decisions based on the policies and procedures

• This role may require Weekend On-call support.

• Role modelling Visa's leadership principles

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.

Basic Qualifications:
Bachelors degree, OR 3+ years of relevant work experience

Preferred Qualifications:
Associate: 2 or more years of work experience
Full understanding of ITIL framework, ITIL Practitioner and above level preferred
Broad knowledge of server and network infrastructure and application support to assess internal and external impact. Must possess an in-depth understanding of ITSM project and process management.
Excellent analytical problem-solving skills and the ability to drive multiple teams to achieve results.
Experience with maintaining high availability, high volume for critical service is essential.
Track record of managing the delivery of complex, multi-faceted technology initiatives to comply with regulatory requirements and significantly reduce risk.
Solid understanding of IT Service Management methodology practices, and a proven history of deploying those practices to ensure successful execution against technology initiatives.
Experience in delivering proven efficiency gains through automation and orchestration.
Ability to establish and sustain effective, professional relationships with product and business managers, work closely with business partners to understand business drivers and market requirements.
Knowledge of card payment services processing is highly preferred.
Candidate must be able to establish and sustain effective operational process and support practices that includes working with team members across multiple geographies.
Good working knowledge of program and project management methodologies and the role of technology resources in support of those methodologies.
Ability to ensure the proper focus on Service restoration and Impact mitigation is maintained throughout the call and have the fortitude and knowledge to steer the troubleshooting and recovery efforts effectively
Ability to take quick decisive action to make additional escalations and/promotion of significant events to the Crisis management team when warranted
Proven experience of the Incident Management process, excellent understanding of the ITIL methodology.
Excellent leadership and communication skills.
Excellent influencing skills and the ability to liaise with multiple stakeholders at all levels, both internally and externally.
Proven ability to drive change and constant improvement.

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.