As a member of Visa Operations Command Center, the Sr. Application Support technicians’ primary responsibility is managing and responding to Transaction and Managed Network events that may result in impaired connectivity to our clients. We work in a high availability environment where every second counts. The Transaction Quality team focuses on ‘Incidents’ as most of our daily workload involves real-time cardholder impact.
What we expect of you, day to day.
Act as a key point of contact for Client Transactional queries.
Use various monitoring and analytical tools to detect and resolve issues proactively and reactively.
Work with internal support teams and vendors to resolve issues affecting our clients.
Fully and accurately document incident details using the incident and reporting tools.
Accurately report incident information internally to colleagues and management.
Remains calm under pressure during critical situations.
Provide timely escalation during critical situations.
Provide support to clients according to agreed standards of efficiency and quality.
Possess strong written and verbal communication skills.
Adhere strictly to documented processes.
Provide large-scale impact reports on real-time cardholder impact.
Escalate impactful issues rapidly and adhere to stringent internal metrics to maintain high availability for our clients and cardholders.
Provide feedback and technical assistance to automate and enhance Visa internal tooling.
As we reimagine work, it’s important to find a balance between flexibility, collaboration and ensuring best-in-class availability for our Global Operations team. To that end, GO shift employees will have up to 3 flex shifts per month, pending scheduling and manager discretion.
This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.
Basic Qualifications
• Must have a High School diploma or equivalent or relevant work experience
Preferred Qualifications
• 2 or more years of work experience
• Ability to work effectively as part of a team and individually (self-starter).
• Accepts responsibility for own workload management and escalates / seeks advice & guidance where required.
• Robust analytical thinking skills.
• Ability to make decisions based upon information available, present recommendations and deal with moderate challenges.
• Builds, develops and maintains effective relationships with stakeholders including other areas of the company to ensure incidents and queries are resolved to client expectations.
• Strong verbal and written communication skills.
• Takes ownership up to the point of incident resolution.
• Assesses urgency of incident, completes analysis and applies sound logic and problem-solving techniques.
• Strong multi-tasking skills.
• Previous IT Operations/Service Desk experience desirable, but not essential as training will be given.
• Passion for client service - experience of working in a client-focused environment desirable, but not essential.
• Client focused ethos with the ability to interact across all management levels.
• MS Office suite familiarity is essential.
• Passionate about Information Technology.
• Competency with basic networking and system terminology.
• Appetite for learning - ability to grasp and understand information and systems quickly using a variety of resources.
• Analytical, resourceful and persistent problem solver.
• Comfortable with working a 12 hour “Panama shift”.
• Applies high attention to detail.
• The job role requires on-site presence.
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
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.
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.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 53,500.00 to 73,500.00 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.
