Associate Systems Application Analyst - GO

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

A Visa Operations Command Center (VOCC) is a team with staff based in Singapore, UK, and US. The team is well diverse within an amazing collaboration culture and working atmosphere, where we foster creativity, while supporting what we love the most connecting millions of people every day.

The analyst is expected to drive incident resolution upwards of 90% of all issues without the need for any escalation. Ideal candidates must possess demonstrable leadership qualities combined with technical expertise and client advocacy to be able to drive and direct a best-in-class ITIL focused service to Visa customers. The Associate Analyst will be required to drive service level expectations against performance to ensure that external and internal clients experience a positive response to inquiries, issues, and events. The preferred candidate will possess all the following competencies.

What we expect of you, day to day:

• Identify ways to improve processes and procedures, generating new ideas and options.
• Work with technical teams to identify and implement improvements in tools and monitoring using automation or other technical solutions.
• Collaborate with Management and Operations SMEs to identify potential areas of improvement in processes, developing and implementing those improvements, and engaging with Operations teams to ensure effective distribution including education.
• Communicate effectively throughout the incident management process to ensure that all communications are timely and accurate.
• Prescribe the fastest and easiest resolution path.
• Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate, and meets ticket quality standards.
• Provide system administration on multiple server platforms in the resolution of incidents, liaising with support groups for complex, unfamiliar issues.
• Anticipate and resolve additional potential problems with our critical applications support.
• Maintain technical skills through participation in ongoing training.
• Identify, analyze, and isolate anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques.
• Take the leadership role and be accountable for the management of highly critical events that may have major financial and/or reputational impacts to Visa, Inc.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications:
Bachelor's degree, OR 3+ years of relevant work experience.

Preferred Qualifications:
2 or more years of work experience.
Bachelor’s Degree in Information Technology, Information Systems, or related discipline.
Good communication skills.
Comfortable working on a 12-hour shift schedule.
Ability to communicate effectively throughout the incident management process, demonstrating the ability to draft various types of communication in complex and non-routine situations.
Able to elaborate technical events into business language.

Additional Information

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.