As a member of Network Operations L1 Support team, the Sr. Application Analyst has the primary responsibility for monitoring the Corporate Visa Networks and providing first level response to assist in the mitigation or elimination of issues affecting network connectivity and impacting our clients or the Visa brand. The preferred candidate will need to possess strong technical and analytical abilities, to effectively monitor and support network connectivity on critical systems, resolve a high number of reported issues without need for escalation or assistance. Should possess the ability to multi-task in a fast-paced environment and often act as the first point of contact with Visa customers.
Essential Functions
- Track, update and resolve all assigned incidents, changes, and problem tickets via the Ask Now management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.
- Proactively monitor, recognize, analyze, isolate and resolve documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques.
- Properly escalate incidents in a timely manner per support guidelines and procedures.
- Liaise with L2 support groups and development groups to collaborate on the resolution of incidents and problems.
- Follow documented support procedures, managing each issue through resolution or turnover to maintain established service levels.
- Act as the support advocacy for Visa clients, who are comprised of consumers, businesses, financial institutions, internal groups, and governments worldwide.
- Gather pertinent information and work with our clients to isolate and resolve most events without need for assistance.
- Develop, edit, and distribute effective internal and external communications in a timely and accurate manner, per documented processes.
- Maintain technical skills through participation in ongoing and consistent training.
- Support project schedules and change management.
- Responsible for internal and external communication of issues to management and other internal support groups.
- Internal and External Bridge Stewardship in support of the timely resolution of internal and client facing issues.
- Provide technical training for Network Support staff.
- Create Network specific knowledge base articles.
- Network troubleshooting playbooks
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.
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)
- Ability to track, update and resolve all assigned incidents, changes, and problem tickets via the Ask Now management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.
- Experience Proactively monitoring, recognizing, analyzing, isolating and resolving documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques
- Must have basic Knowledge of routing/switching, tunneling, security operations and engineering, MPLS.
- Must have wireless LAN experience.
- Must have Silver Peak SD-WAN experience.
- Must have VPN remote access experience.
- Must have Citrix VPN experience.
- Ability to quickly learn Visa proprietary as well as industry standard tools to support the monitoring and response for client and Visa brand issues. Primary tools are Netcool, Solarwinds and Ask Now.
- Excellent verbal and written communication skills. Must have organizational skills and ability to prioritize in a constantly changing workload. Interpersonal skills and ability to excel as part of a team.
- Able to use sound judgment in determining priorities and enlisting support of other internal groups to prevent any compromise to Visa business or client service level agreements.
- Preferred possess Information Technology Infrastructure Library Foundation Certificate (ITIL)/Six Sigma or similar, or ability to obtain within 6 months.
- Preferred– PCAP certification (Python Certified Associate in Programming)
- Preferred - Cisco Certified Network Associate (CCNA)
- Cloud experience including Azure and AWS and Cloud Access Secure Broker experience highly desirable.
- Knowledge of Cybersecurity Infrastructure (Firewall, Bluecoat proxy, CASB)
- MS Office suite proficiency
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.
