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Visa // credit cards
   Posted: Thursday, February 13, 2020
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Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable & secure payment network - enabling individuals, businesses, & economies to thrive. Our advanced global processing network, VisaNet, provides secure & reliable payments around the world, & is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, & fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network & scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, & be part of an inclusive & diverse workplace. We are a global team of disruptors, trailblazers, innovators & risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, & doing meaningful work that brings financial literacy & digital commerce to millions of unbanked & underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

The global operations team supports all the processing operations for Visa, including Visa's TPF based VIP Authorization platform. As a member of Authorizations Operations Team, the Associate Systems Analyst has the primary responsibility for monitoring & operation of the VISA TPF Authorization system in a multi-datacenter & multi-processing environment. You will provide first level response & assist with the mitigation or elimination of issues, which may be impacting to our clients, or the VISA brand. The preferred candidate will have the responsibility of being the first point of contact for internal Visa support teams, & will need to possess excellent Customer Service, technical & analytical abilities to effectively manage their role. In your day-to-day activities, you may also provide activity oversight of any System Specialists who are part of your shift.

Our Authorizations Operations team provides system monitoring & analysis of pertinent information & work with our internal support teams to isolate & resolve the majority of events affecting a variety of mainframe hardware & software systems. As a team member, you will document support procedures, managing each issue through resolution or turnover in order to maintain established service levels. You will track, update, & resolve all assigned incidents, changes & problem reports in the incident. Our team takes pride in ensuring that documentation is thorough, accurate & meets a standard of high quality. We properly raise incidents in a timely manner per support guidelines & procedures. You will work closely with various L2 & L3 support groups and/or development groups to collaborate on the resolution of incidents & problems.

The preferred candidate will need to possess strong technical & analytical abilities, effective communication & documentation skills & display principle traits of collaboration, communication & demonstrating a passion for our business.


Essential Functions

  • As a member of Global Operations team, the Associate Systems Analyst has the primary responsibility for monitoring the VIP/TPF Computer Console & providing first level response to assist in the mitigation or elimination of issues affecting the VIP Authorization system.

  • Monitoring & operation of the Visa VIP Authorization system in a multi-datacenter & multi-processing environment.

  • Provide precise TPF console inputs to resolve issues, under the direction of relevant support teams.

  • Position is considered essential staff, which supports Visa's 24x7x365 operations. The position has specific roles & obligations during any inclement weather/disaster event.

  • Ability to track, update & resolve all assigned incidents, changes & problem tickets via the Service management system, ensuring that documentation is thorough, accurate & meets a standard of high quality.

  • Proactively monitor, recognize, & alert to a variety of system alerts.

  • Properly escalate incidents in a timely manner per support guidelines & procedures.

  • Liaise with L2 & L3 support groups and/or development groups to collaborate on the resolution of changes, incidents & problems.

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

  • Participate in all related team meetings both in person as well virtually through Skype/MS Teams.

  • Ability to gather pertinent information & provide supervision of System Specialist activity.

  • Ability to develop, edit & distribute effective internal communications in a timely & accurate manner, per documented processes.

  • Maintain & build technical skills through participation in ongoing training.

  • Multi-task in a fast-paced environment.

    Basic Qualifications:

Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications:

  • Two years or more of total work experience.
  • Minimum of 12 months of TPF experience as a TPF Operator.

  • Experience working in a large datacenter environment with technical background in all mainframe/open systems related hardware, software & utilities in a multi-processing Tightly Coupled/Loosely Coupled environment.

  • Experience with the Visa VIP Application & Services preferred.

  • Experience with the following: ServiceNow, SuperVision, MS Teams, Skype, VitalSigns, VM, MVS, VM, Windows & related applications.

  • Excellent verbal/written communication, organizational skills; ability to prioritize in a constantly changing workload.

  • Strong interpersonal skills & ability to excel as part of a team.

  • Basic understanding of Authorization transaction message flow with the ability to gain an in-depth understanding.

  • Ability to quickly learn Visa proprietary as well as industry standard tools to support monitoring & response for VIP Authorization issues.

  • Uses sound judgment in resolving priorities & enlisting support of other internal groups to prevent any compromise to Visa business or SLA's.

  • MS Office suite proficiency.

  • Possess an Information Technology Infrastructure Library Foundation Certificate (ITIL), or ability to obtain within 6 months.

Additional Information

Work Hours

  • Alternative Schedule: Two-week rotating schedule of 12-hour shifts

  • OT as requested to cover staff shortages & training

  • Weekends & over the holiday periods as scheduled

  • Shift repeats every 2 weeks

  • Week 1: Monday, Tuesday, Friday, Saturday & Sunday

  • Week 2: Wednesday & Thursday

  • Essential Staff

Travel Requirements This position requires the incumbent to travel for work 5% of the time.

Mental/Physical Requirements This position will be performed in an office setting. The position will require the incumbent to sit & stand at a desk, communicate in person & by telephone, frequently operate standard office equipment, such as telephones & computers, & reach with hands & arms, & bend or lift up to 25 pounds.

EEO Statement 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 & applicable local law.

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