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Visa // credit cards
   Posted: Tuesday, September 10, 2019
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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'rean Individual.We'rethe team for you.Together, let's transform the way the world pays.

Job Description

A Visa Operations Command Center (VOCC) specialist for the ATM
team, should be able to support an ITIL based infrastructure to include
incident resolution & escalation of issues for which there is no immediate
workaround. Thespecialist is expected to drive incident resolution upwards of 80%
of all issues without the need for any escalation. Ideal candidate must possess
demonstratable leadership qualities combined with technical expertise, & client
advocacy to be able to drive & direct a best in class ITIL focused service to
Visa ATM customers. The specialist will be required to drive service level
expectation against performance to ensure that external & internal partners
experience a positive response to inquiries, issues & events. The preferred
candidate will possess all of the following competencies:

Essential Functions:

  • Manage the day-to-day responsibilities & tasks
    required to provide first level support for the ATM platforms, associated
    applications & services.

  • Communicate effectively throughout the incident
    management process to ensure that all communications are timely & accurate.
    Ability to draft the various types of communication in complex & non-routine
    situations, & distribute to appropriate recipients' within set time frames
    with little to no guidance.

  • Track & update all incidents in the incident managemen tsystem, ensuring that documentation is thorough, accurate & meets ticket quality standards.
  • Provide L1 system administration in support of the ATM platforms, associated applications & services, in the resolution of incidents. Liaisons with L2 support groups in the resolution of incidents for complex, unfamiliar issues.
  • Maintain technical skills through participation in ongoing training. Ability to train junior staff members in technical disciplines.
  • Ability to identify, analyze & isolate anomalies presented via standard alerting utilizing a variety of hardware & software testing tools & techniques.

Basic Qualifications:

  • Must have a High School diploma or equivalent

Preferred Qualifications

  • 2 or more years of work experience
  • (ITIL)Technical staff member with hardware/software system configuration and
    troubleshooting skills & experience. Includes (but is not limited to)
    Windows, UNIX based servers, mainframe & application.
  • Experience withService Now ticketing, BMC Tivoli Netcool monitoring, ATM monitoring tool (ESQ) & HP Non-stop a plus.
  • Experience participating or facilitating problem bridges for high priority events also a plus.
  • Demonstratedanalytical abilities in independently resolving complex problems that may
    not have fully documented handling procedures.
  • Usessound judgment in determining priorities and/or enlisting support of others to prevent compromises to Visa's business or client service level agreements.
  • Demostrated ability to communicate clearly & openly in any situation.
  • Leadershipabilities to influence motivation, collaboration & innovation from team
  • MSOffice Proficiency


This is a two-week rotating schedule of 12-hour shifts.

Required to work OT as requested to cover staff shortages & training.

This is an operational department therefore, you will be required to work weekends & over the holiday periods as scheduled.

Shift starts at 6:00 PM MT/8:00 PM ET & ends at 6:30 AM MT/8:30 AM ET.

Shift repeats every 2 weeks.

Week 1: Scheduled work days are: Mon, Tue, Fri, Sat & Sun

Week 2: Scheduled work days are: Wed & Thurs

Schedule is the following:

Week 1

Mon 8 pm - 8:30 am

Tues 8 pm - 8:30 am


Thur OFF

Fri 8 pm - 8:30 am

Sat 8 pm - 8:30 am

Sun 8 pm - 8:30 am

Week 2


Tues OFF

Wed 8 pm - 8:30 am

Thur 8 am - 8:30 am




Additional Information

Work Hours

  • Incumbent must make themselves available during core business hours.

Travel Requirements

  • This position does not require the incumbent to travel.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines & applicable local law.

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