Visa Analyst - VOCC in Ashburn, Virginia
Essential Functions: * Work in the Visa Operations Command Center as first level monitoring supporting Visa’s Digital & Developer Platform (DDP) in a 24/7 environment. * Support the team in troubleshooting and escalating incidents that may have financial or brand impact. * Monitor transaction flows for Tokenization, Application Programming Interface (API), and other transactions for Visa’s critical services. * Monitor traffic performance through Visa’s Datacenters for core services. * Monitor system platform health (Infrastructure components). * Lead technical bridges and interact with both technical staff and management during the incident and change management process. * Drive service improvements by identifying gaps in process and monitoring that can harm Visa and working with support lanes to close them. * Build relationships with all supported customers and service providers (internal and external) and act as a liaison to identify opportunities and implement solutions. * Identify deficiencies in current tools and process and work with support organizations to correct this. * Provide support for mission critical applications and execute BAU procedures to resolve incidents. * Ensure the incident management process is followed and all communication requirements are met. * Follow up on outstanding incidents and work with other teams to ensure all task items are completed. * Communicate effectively with upper management, customer support and technical support teams during critical events. * Ensure all post-incident actions are documented correctly (ITIL Process) and participate in problem reviews and service improvement meetings. * Provide representation in relevant meetings. Basic Qualifications: • 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD) Preferred Qualifications: • 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) • ITIL foundations certified. • Strong technical background with a working knowledge of Linux, Splunk, Grafana, Prometheus including log analysis and constructing queries. • Experience with Application Programming Interface (API). • Working knowledge of production support processes such as Incident/Change/Problem management, call triaging and escalation procedures. • Good understanding of ServiceNow and Netcool. • Strong verbal and written communication skills. • Strong ability to collaborate. • Familiarity with Containerization (Docker, Kafka, Kubernetes). • A calm and technical approach to solving problems surrounding business critical infrastructure. • Understanding of MySQL. • A strong technical background and the ability to bridge the gap between technical staff and upper management during an incident. • A strong understanding of the payment and financial industry and transaction traffic workflows. • Understanding of Java, XML, and Webservices (Restful). • Excellent time management and decision-making skills with comfort making decisions that will impact the business and reputation. • Experience working in a multinational environment strongly preferred. • Experience working effectively with business and IT staff in multiple locations. • Knowledge of functional business processes surrounding the applications with prior experience in support or implementation. • Excellent problem identification, analysis and solving skills. • Demonstrated ability to absorb, analyze, and understand new information, technologies, and practices quickly. • Active listener, customer focused, relationship builder, team player. • Proficient in one of the languages Java/.NET. • Understanding of Key Controls, PCI Compliance, and Industry best practices. • Understand downstream and upstream application topologies. • Basic understanding of Networking. Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law. _Work Hours:_ * Shift starts at 6:00 AM MT/8:00 AM ET and ends at 6:30 PM MT/8:30 PM ET. * Two-week rotating schedule for days worked and days off to include every other weekend and holidays when applicable. _Travel Requirements:_ This position does not require the incumbent to travel. _Mental/Physical Requirements:_ This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds. 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 and applicable local law.