Company Description|Job 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.
The desired candidate will work in the Digital & Mobile Organization. The main functions will center around real-time monitoring & Level 3 support debugging through Java application code, onboarding new customers, & help troubleshoot & reproduce client integration issues.
We are looking for a candidate who has a strong work ethic, leadership skills, excellent judgment & good time management in prioritizing work, & the ability to work in fast paced, team oriented environment. They need to gain a solid understanding of the payment industry & leverage this knowledge to troubleshoot internal & external incidents. Leverage this understanding to build partnerships with engineering teams
Duties will include supporting applications in a Linux environment & troubleshoot network, database & system issues, application code issues/break-fix. Use basic scripting & query skills to generate reports based on support requests & incidents. Lead technical bridges & interact with both technical staff & management during the incident & change management process. Other responsibilities & competencies will include:
Debugging application issues using source code (Java applications)
Solid experience in Java, Spring, Hibernate
Apply Break Fix
Comfortable working with external customers to help resolve issues with the onboarding or incident.
Quickly & accurately assess the impact of a major system or application outage & communicate the impact to management. Craft incident reports targeted for upper management & customer support in response to a critical issue. Interact with Development teams & Customer Support to ensure incidents are closed out & impact is clearly communicated per the process in place. Provide guidance & training to the team & be a technical point of contact.
Ensure all team goals are on track on a daily basis & assist in other areas when necessary; Identify areas to improve & work with staff & management to implement changes.
Review change activates & upcoming maintenances & coordinate to cover the activities.
Provide use case documentation & requirements for new projects & form partnerships with others to ensure the requirements are met.
Work with little supervision & complete day to day activities with excellent quality & accuracy.
Coordinate with support teams to acquire training & materials for new & existing services. Create, review & approve new procedures & training material for the team.
Leverage good understanding of key controls & compliance & regulatory requirements to identify areas for improvement or of concern.
Take lead in providing training session & documentation for new features & emerging services & ensure that all staff members are prepared to support the service.
Meet our Operational level agreements, participate in Front door meetings & Feature Demos, set up alerts & achieve Service Level commitments.
- 2 years of work experience with a Bachelor's Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
- Bachelors with 7 years or Masters in Computer Science/Engineering with 3 years of work experience respectively.
- Minimum requirement for Information Technology Infrastructure Library Foundation Certificate; (ITIL) Intermediate or higher certification is a plus
Willingness to work on-shift & on call in a 24x7x365 team
Java Application Code technical support experience
Java coding/debugging is mandatory
- Strong technical background with a working knowledge of Splunk, including log analysis & constructing queries
Knowledge of keynote, Grafana or other web-service monitoring tools.
Must have Information Technology Infrastructure Library Foundation Certificate (ITIL) Intermediate (Higher certification a plus)
Experience supporting web & mobile applications & troubleshooting problems in a cross-functional environment.
Demonstrated ability creating process & documentation for a first-level support team.
The ability to prioritize critical tasks & coordinate with staff to accomplish them under duress.
Proficient in Microsoft Office & Linux/Unix, shell script, Perl
A strong technical aptitude & excellent communication skills.
Work Hours This position requires the incumbent to be available during core business hours.
Travel Requirements This position requires the incumbent to travel for work less than 10% 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.
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.