Technical Support Analyst

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**:

- Monitor VisaNet transactions, document, and communicate critical milestones/progress of ongoing incidents timely and accurately.
- 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;
- Working with the appropriate groups to, administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes; mentor team members on these policies and procedures
- Will understand and adhere to the current escalation and critical situation management process within the Global Operations Command Center
- Maintain technical skills through participation in ongoing training.
Must develop an in-depth understanding of transaction message flow and the different types of exceptions that can be encountered resulting in cardholder impact
- Review and approve new procedures and prepare training material for the staff.
Use verbal and written communication skills to ensure that management is well inform of ongoing incidents. Construct written responses based on the target audience.
- Act as a single point of contact for the team during a crisis and direct staff to communicate the impact to technical teams and management.
- Bridge Stewardship in support of timely resolution of internal issues

**Qualifications**:
Basic Qualifications:

- 2 years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications:

- 3 or more years of work experience or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
- At least 3 years of Service Desk or Operations experience with a demonstrated pattern of increased responsibility.
- Has experience in data analysis.
- Advance knowledge in Excel for data analysis of any equivalent too.
- Coding experience and has SQL background
- Strong technical support experience on servers, systems and network.
- Information Technology Infrastructure Library Foundation Certificate (ITIL) V3 or higher
- Effective professional verbal and written communication skills along with solid presentation skills
- Excellent team player
- Understands and experience with networking
- Strong reporting and documentation skills
- Lead by example
- The position is to work Monday - Friday (but is flexible to work 12 hrs shifting)
- Ability to speak Spanish to support LAC market.

Additional Information

Visa has adopted a COVID-19 vaccination policy. As a condition of employment, all employees based in Singapore are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.