Job Description
Company Description
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you’ll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.
Progress starts with you.
Job Description
The DPS Forward Associate Systems Analyst will be part of our World Class Client-Facing Support Team and will be responsible for supporting our growing client base’s business and technical needs.
DPS Forward is a digital issuer processing platform that will provide our digital clients agility and operational excellence @ scale. It combines the best of proven DPS issuer processing capabilities with a new suite of REST APIs designed to integrate with modern, digital banking cores. The suite of APIs are designed to be consumed as fit-for-purpose building blocks from which to create unique card programs and payment solutions.
The role involves significant interaction with but not limited to: Monitoring (eyes on glass), ticketing and office communications. As a member of the VOCC (Visa Operations Command Center) you will be on the front line of application and environment support. Members are directly responsible for error mitigation and escalation to advanced support teams in a 24x7 environment.
Candidates must be able to work as part of a team with staff across multiple locations. They must also possess the ability to deliver results in a dynamic and ever-changing environment, utilizing excellent communication and time management skills.
Responsibilities:
- Provide first level support to customers to understand the nature of the problem and initiate the troubleshooting process, ensuring the highest quality of service delivery throughout.
- Works closely with second and third level support teams, business teams and external vendors
- Monitoring/Proactive analysis of products and services such as servers, APIs, and internal tools to detect and quantify anomalies.
- Monitor and operate the Visa DPS Distributed systems in a multi-datacenter and multi-processing environment.
- Support technical bridges and interact with both technical staff and management during the incident management process.
- Ensure the incident management process is followed, and all communication requirements are met.
- Provide exceptional customer service to our clients and their vendors via inbound phone calls, e-mail, and tickets
- Direct application monitoring for over 900 servers.
- Error investigation and resolution or escalation.
- Patching of servers.
- Supporting ongoing changes to multiple environments.
- Utilize collaboration across multiple teams, while displaying exceptional levels of professionalism on all interactions.
- Demonstrate technical leadership skills in day-to-day work, take ownership of critical issues where appropriate, drive incidents to resolution in a timely manner as dictated by the impact and severity of the problem.
- Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications
Basic Qualifications:
Minimum of 3 Years of related work experience or a Bachelor’s Degree in Computer Science or related field of study.
Preferred Qualifications:
ITIL Service desk experience
Preferred 3-5 years’ experience working in payment industry.
Information Technology Infrastructure Library Foundation Certificate is a plus.
Proficient in Microsoft office.
Windows server 2012-2019
Unix server RedHat or related
Experience detecting, troubleshooting and driving mitigation for degraded service or outages
The ability to prioritize and handle multiple tasks at once under duress.
Proven technical aptitude and a desire to learn is a must.
Experience with Service Now, Netcool or other industry standard monitoring and ticketing tools.
MSSQL and Mongo DB experience a plus
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.
