Job DescriptionThe global operations team supports all the processing operations for Visa Inc., including Visa's TPF based VIP Authorization platform. As a member of Authorizations Operations Team, the Associate Systems Analyst has the primary responsibility for monitoring and operation of the VISA TPF Authorization system in a multi-datacenter and multi-processing environment. You will provide first level response and assist with the mitigation or elimination of issues, which may be impacting to our clients, or the VISA brand. The preferred candidate will have the responsibility of being the first point of contact for internal Visa support teams, and will need to possess excellent Customer Service, technical and analytical abilities to effectively manage their role. In your day-to-day activities, you may also provide activity oversight of any System Specialists who are part of your shift.
Our Authorizations Operations team provides system monitoring and analysis of pertinent information and work with our internal support teams to isolate and resolve the majority of events affecting a variety of mainframe hardware and software systems. As a team member, you will document support procedures, managing each issue through resolution or turnover in order to maintain established service levels. You will track, update, and resolve all assigned incidents, changes and problem reports in the incident. Our team takes pride in ensuring that documentation is thorough, accurate and meets a standard of high quality. We properly raise incidents in a timely manner per support guidelines and procedures. You will work closely with various L2 & L3 support groups and/or development groups to collaborate on the resolution of incidents and problems.
The preferred candidate will need to possess strong technical and analytical abilities, effective communication and documentation skills and display principle traits of collaboration, communication and demonstrating a passion for our business.
Essential Functions:
- As a member of Global Operations team, the Associate Systems Analyst has the primary responsibility for monitoring the VIP/TPF Computer Console and providing first level response to assist in the mitigation or elimination of issues affecting the VIP Authorization system.
- Monitoring and operation of the Visa VIP Authorization system in a multi-datacenter and multi-processing environment.
- Provide precise TPF console inputs to resolve issues, under the direction of relevant support teams.
- Position is considered essential staff, which supports Visa's 24x7x365 operations. The position has specific roles and obligations during any inclement weather/disaster event.
- Ability to track, update and resolve all assigned incidents, changes and problem tickets via the Service management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.
- Proactively monitor, recognize, and alert to a variety of system alerts.
- Properly escalate incidents in a timely manner per support guidelines and procedures.
- Liaise with L2 and L3 support groups and/or development groups to collaborate on the resolution of changes, incidents and problems.
- Follow documented support procedures, collaboratively managing each issue through resolution or turnover in order to maintain established service levels.
- Participate in all related team meetings both in person as well virtually through Skype/MS Teams.
- Ability to gather pertinent information and provide supervision of System Specialist activity.
- Ability to develop, edit and distribute effective internal communications in a timely and accurate manner, per documented processes.
- Maintain and build technical skills through participation in ongoing training.
- Multi-task in a fast-paced environment.
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
QualificationsBasic Qualifications:
Bachelor's degree, OR 3+ years of relevant work experience
Preferred Qualifications:
Bachelor's degree, OR 3+ years of relevant work experience
Two years or more of total work experience.
Minimum of 12 months of TPF experience as a TPF Operator.
Experience working in a large datacenter environment with technical background in all mainframe/open systems related hardware, software and utilities in a multi-processing Tightly Coupled/Loosely Coupled environment.
Experience with the Visa VIP Application and Services preferred.
Experience with the following: ServiceNow, SuperVision, MS Teams, Skype, VitalSigns, VM, MVS, VM, Windows and related applications.
Excellent verbal/written communication, organizational skills, ability to prioritize in a constantly changing workload.
Strong interpersonal skills and ability to excel as part of a team.
Basic understanding of Authorization transaction message flow with the ability to gain an in-depth understanding.
Ability to quickly learn Visa proprietary as well as industry standard tools to support monitoring and response for VIP Authorization issues.
Uses sound judgment in resolving priorities and enlisting support of other internal groups to prevent any compromise to Visa business or SLA's.
MS Office suite proficiency.
Possess an Information Technology Infrastructure Library Foundation Certificate (ITIL), or ability to obtain within 6 months.
U.S. Applicants OnlyThe estimated salary range for this position is $70,600.00 to $ 109,400.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
Work HoursVaries upon the needs of the department.
Travel RequirementsThis position requires travel 5-10% of the time.
Mental/Physical RequirementsThis 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.
