Develop an in-depth understanding of VOCC functionality
Build the knowledge base and understand the various application service flow product, and services
Able to develop, edit, and distribute effective internal and external communication in a timely and accurate manner as per the documented process
Follow documented support procedures, managing each issue through resolution or turnover to maintain established service levels
Liaise with L2 support groups to collaborate on the resolution of incidents and problems
Proactively work with Global Support groups and/or client or vendors to provide flexible and nimble solution for client issues and resolve system problems quickly
Track update and resolve all assigned requests in the incident management system, ensuring that documentation is thorough, accurate, and meets a standard of high quality
Enhance technical skills through participation in ongoing training
Able to communicate and work cordially in global team with teammate from different culture and in time zone.
Create Incident reports and Ensure all incidents and changes are in compliance to ITIL and operation policy
Be able to problem diagnose, quickly and efficiently by running and review application and network traces
Ability to communicate well and manage highly stressful situations during the Incident.
Ability to prioritize and multitask. Flexibility and adaptability in work approach
Adhere to the Standard operating procedure and suggest improvements if needed.
This role will require shift work and Weekend On-call support.
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
Bachelor's degree, OR 3+ years of relevant work experience
Preferred Qualifications
Bachelor's degree in IT, CS or related field
2 or more years of work experience
Full understanding of ITIL Incident Management framework
A keen interest to learn new skills and technology through online resource.
Ability to assess and analyze technical situations and provide viable alternatives
Ability to effectively perform problem isolation and resolution of critical systems to have the least amount of impact and downtime.
Excellent analytical problem-solving skills and the ability to drive multiple teams to achieve results.
Must be a self-starter and pick up new skills and knowledge
Must be result-oriented and constantly looking for new ways to improve efficiency and productivity.
Must exercise a reasonable amount of independent judgment under minimum supervision.
Outstanding communication and customer service skills and a dedication to enhance customer service experience.
Project Coordination and planning experience.
Working Experience in IT Operations and Project Delivery
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.
