The Payment Operations Command Centre (POCC) team provides global 24x5 operational event and alert management for Visa Payments Limited. The POCC manages events relating to transaction acquisition, transaction processing and network partner processing. The focus is on fast response times and initial triage to mitigate service impacting events as soon as possible.
As a member of the POCC, the Operation Analyst is a subject matter expert within Payment and Service Operations, providing a high level of support to internal teams. They will monitor all aspects of the Visa Payments Limited service providing technical support to assist with the mitigation or elimination of issues which may be impacting the payment ecosystem.
- Monitor all critical events relating to transaction acquisition, transaction processing and network partner processing and resolve or manage the prompt resolution of all incidents.
- Proactively monitor, analyse, and resolve events utilizing a variety of application tools and techniques.
- Take ownership of events and drive them to resolution in a timely manner as dictated by the impact and severity.
- Provide 24 x 7 on-call support as part of a Rota.
- Provide support for mission critical applications and execute procedures to resolve incidents, ensuring that the incident management process is followed, and all communication requirements are met.
- Follow documented support procedures, managing each event through to resolution or escalation to maintain established service levels.
- Correlate critical alerts on monitoring platform with actual system outages.
- Manipulate basic SQL queries and shell scripts to provide impact analysis. Work with the team to improve existing queries and scripts.
- Demonstrate an ability to investigate incidents and provide root because analysis based on application behaviour and log data.
- Interact with second level teams to ensure incidents are closed out and impact is clearly communicated per the process in place.
- Track update and resolve all assigned events in the event management system, ensuring that documentation is thorough, accurate and of a high quality.
- Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts.
- Identify gaps or improvement opportunities in the end-to-end monitoring of the service and develop/implement plans to remediate.
- Continually assess and refine monitoring thresholds and prioritisation to deliver a more effective monitoring capability.
- Propose and participate in the implementation of process/procedure improvements to better the department and services provided.
- Work with Problem Management to identify and fix the root causes of events.
- Conduct trend analysis to identify focus areas for continual service improvement.
- Maintain technical skills through participation in ongoing training.
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 Qualification
- Ideally educated to degree level or hold equivalent professional experience. Computing or business-related subjects would be an advantage.
Preferred Qualifications
- Minimum of 3 years’ experience in a service monitoring role.
- Fundamental experience with Linux/Unix and SQL.
- Experience of the ITIL Event Management framework.
- Experience of working within a payment processing organization.
- Experience with Splunk, Confluence and Jira.
- Ability to communicate technical concepts in a clear and articulate fashion to both technical and non-technical internal and external audiences, at varying levels of management.
- Experience of processing systems and services, and their practical application.
- Proven ability to manage events across several products and services.
- Self-starter with a demonstrated ability to achieve results as part of a team.
- Ability to effectively prioritize and multi-task under deadlines.
- Ability to establish and maintain strong relationships and work collaboratively with and through others.
- Experience of working with cross functional teams.
- Highly motivated and results driven.
- Ability to work to deadlines and under pressure.
- Ability to prioritize a constantly changing workload.
- Strong verbal, written, presentation and interpersonal skills.
- Strong business, problem solving and data analysis skills.
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.
