Job Description
Company DescriptionVisa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.Job DescriptionThe role involves significant interaction with but not limited to: Monitoring (eyes on glass), ticketing and office communications. As a member of the Global Operations -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. Working in Shifts ,covering weekends/ Holidays is part of job roleCandidates 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.ResponsibilitiesProvide 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 (Colloborate as One VISA)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 Distributed Systems ( DPS Forward, Visa Transaction control) 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 ticketsDirect application monitoring for over 900 servers.Error investigation and resolution or escalation.Patching of servers.Supporting ongoing changes to multiple environments.Utilize collaboration across multiple teams, while displaying exceptional levels of professionalism on all interactions. Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standardsThis 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.QualificationsBasic Qualifications
Bachelors degree, OR 3+ years of relevant work experience
Preferred Qualifications
Degree with minimum 2 to 3 years of Experience in Application Production Support for Distributed SystemsAdditional InformationVisa 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.
