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Visa // credit cards
Product, Full Time       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're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

What We Do:

  • Work in the Visa Command Center monitoring the real time production services.
  • Gain a solid understanding of the role a payment solution provider holds in the on-line payment industry & leverage this knowledge to troubleshoot internal & external incidents.
  • Lead technical bridges & interact with both technical staff & management during the incident & change management process.
  • Provide support for mission critical applications & execute BAU procedures to resolve incidents. Ensure the incident management process is followed & all communication requirements are met.
  • Support applications in a Windows & Linux environment & troubleshoot network, database & system issues that are often not well documented. Use basic scripting skills to generate reports based on support requests & incidents.
  • Manipulate basic SQL queries & shell scripts to provide impact analysis. Work with the team to improve existing queries & scripts.
  • Demonstrate an ability to investigate incidents & provide root because analysis based on application behavior & log data.
  • Demonstrate the ability to gauge the scope & critical impacts & take the appropriate actions to handle the situation.
  • Interact with second level teams & Customer Support to ensure incidents are closed out & impact is clearly communicated per the process in place.
  • Monitor both systems & network performance through various industry standard & custom tools.
  • Open & update trouble tickets & answer internal & external phone calls. Interact with 3rd party service providers to resolve incidents & provide root cause analysis.
  • Review change activates & upcoming maintenance & coordinate with staff to cover the activities. Identify & raise concerns with upcoming changes to management.
  • Identify gaps in existing processes & procedures & work with management & technical teams to propose & implement a solution. Create & update documentation as needed.
  • Recycle & validate Windows & Linux services as needed.

Decision Making & Impact:

  • Strong work ethic, with the ability to work in fast paced, team oriented environment.
  • Use sound judgment & good time management in prioritizing work to maintain all service level agreements & client perception during a crisis situation.
  • Interact with the staff during a crisis to ensure that all objectives are met on time.
  • Quickly & accurately assess the impact of a major system or application outage & communicate the impact to management.
  • Use verbal & written communication skills to ensure that all activities & bridge calls are well coordinated & incidents are accurately documented.
  • Bridge the gap between technical staff & management during an incident.
  • Act with a sense of urgency to drive incidents to resolution & provide analysis. Identify follow up items & areas for improvement & propose solutions.
  • Own projects within the team & drive them to resolutions

Organizational Scope:

  • Work with little supervision & assist junior staff in day to day activities.
  • Provide guidance & training to junior staff members.
  • Review & identify areas for improvement within documented procedures & work with management to implement changes.
  • Use sound judgment in evaluating unusual situations & determine the appropriate course of action.

Basic Qualifications

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

Preferred Qualifications

  • 2 or more years of work experience
  • Proven technical aptitude & a desire to learn
  • At least 6 months of proficiency in Microsoft Office Suite
  • Basic experience with Linux/Unix or SQL
  • Excellent verbal/written communication, organizational skills
  • Ability to prioritize a constantly changing workload
  • Interpersonal skills & ability to excel as part of a team
  • ITIL Foundation Certificate is a plus
  • Six Sigma Certification is a plus
  • 1 year of experience with Basic PowerShell, SQL or Linux
  • Experience with ServiceNow, Netcool or other industry standard monitoring & ticketing tools
  • Experience with troubleshooting with Perfmon, Riverbed, or other performance monitoring tools
  • Experience maintaining & troubleshooting highly available systems
  • Experience remotely managing Windows & Linux computer systems
Additional Information

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.

Travel Requirements

This position does not requirethe incumbent to travel for work

Work Hours

  • Incumbent must make themselves available onsite during core business hours
  • Position entails a 12-hour shift on a rotating shift basis (Week 1: two on, two off, three on; Week 2: two off, two on, three off)

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

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