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**:

- Support project schedules and changes which can include participation in UAT testing, creation of process and procedures, and assist with training specific to team.
- Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts.
- Team player who can independently work towards the deadline of critical projects. This will include tasks such as knowledge transfer between teams, understanding and adhering to organization’s standard while assisting in project deliverables.
- Chair and actively drive critical/major incident resolution to meet group MTTR objectives.
- Document and communicate critical milestones/progress of ongoing incidents on a bridge call timely and accurately.
- Accurately and promptly assess/solicit the impact, take ownership and drive incidents to resolution as dictated by the impact and severity of the problem.
- Correlate critical alerts on monitoring platform with actual system outages.
- Follow documented operations processes and work with appropriate groups to administer and maintain these policies to ensure standard approach is adopted during escalation or when implementing system changes.
- Provide an Operations and Support perspective in the adoption of new technologies and the implementation of new software.
- Resolve incidents promptly without escalation.
- Constantly follow-up on all open incidents and problem tickets to meet group objectives.
- Work on multiple platforms including ticket queue, mailbox, alert console and phone calls.
- Provide routine L1 system administration on multiple server platforms (Windows, Unix/Linux).
- Propose process/procedure improvements to better the department and services provided.
- Offer effective/sound recommendations to address repetitive issues.

Additional Information

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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

**Qualifications**:
Basic Qualifications:

- 2 years of relevant work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
- Hands on experience with Open Systems platforms (Windows & Unix/Linux, Solaris, SQL).
- Excellent verbal and written communication skills.
- Has strong reporting, documentation and presentation skills.
- Must be able to multitask and prioritize work.
- Able to effectively communicate at a staff level and senior management level.
- Experience in managing/running high visibility technical bridge calls with real-time impact to business, crafting and sending communications to business stakeholders.
- Understands Incident Management and other ITIL best practices,

Preferred Qualifications:

- 3 or more years of relevant work experience or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
- Bachelor's degree in IT, Computer Science or a related discipline.
- Excellent understanding and hands on experience with Open Systems platforms (Windows & Unix/Linux, Solaris, SQL).
- Good understanding of networking principles.
- Possesses Information Technology Infrastructure Library (ITIL) Foundation v3 Certificate or higher certification is a plus.
- Knowledge of web services standards and related technologies (XML, SOAP, REST, etc ) is a plus.
- Hands-on knowledge of Splunk
- Possesses scripting/programming knowledge or 1+ years of experience in either of the following: Java, Spring, Oracle, and other programming or scripting languages.
- Knowledge in writing and reviewing technical documentation/tutorials for quality service desk setup so as to ensure L1 and L2 team performs all the agreed ITIL processes.
- Review and approve new procedures and prepare training material for the staff when required.
- Meticulous, highly motivated and portray a sound business ethic.
- Manage serious outages in production by interfacing between business, developers, infrastructure