Job details

Technical Support Analyst (Transaction Quality)

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Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

If you think you could support Visa as an Associate Systems Application Analyst, we want to hear from you – together, let’s make Visa a great place to work.

What we expect of you, day to day.

Support and advocate for Visa clients comprised of financial institutions and vendors
Properly escalate incidents promptly per support guidelines and procedures
Proactively monitor, recognize, analyze, isolate, and resolve VOCC outages utilizing a variety of tools and techniques
Internal and External Bridge Stewardship in support of timely resolution of internal and client-facing issues
Work simultaneously and independently on multiple platforms
Assess the impact of incidents and author communication for distribution to appropriate recipients within set time frames without guidance
Support scheduled changes

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.

Qualifications

Basic Qualifications
•Bachelor's degree, OR 3+ years of relevant work experience.

Preferred Qualifications
•2 or more years of work experience
•Basic Knowledge of networking
•Basic Understanding of message flow with the ability to gain an in-depth
understanding
•Exposure to Unix/ bash or shell scripting is an added advantage.
•Basic understanding of API monitoring/reading logs
•Exposure to ITIL standard ticket practices/Service Now experience a plus
•Basic Understanding of File transfer protocol
•Working knowledge of Linux, Splunk, Grafana, Prometheus or other monitoring
tools including log analysis and constructing queries preferred.
•Previous IT Operations/Service Desk experience desirable, but not essential as
training will be given.
•Experience with ISO 8583 or equivalent messaging protocol.
•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.
•Ability to make decisions based upon information available, present
recommendations and deal with moderate challenges.
•Strong verbal and written communication skills.
•Takes ownership through to incident resolution.
•Assesses urgency of incident, completes analysis, and applies sound logic and
problem-solving techniques.
•Client focused ethos with the ability to interact across all management levels.

Additional Information

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 0.00 to 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.

What You Should Know About Technical Support Analyst (Transaction Quality), Visa

Are you ready to take your career to the next level as a Technical Support Analyst with Visa in Highlands Ranch, CO? At Visa, we pride ourselves on being the forefront of payment technology, responsible for billions of transactions that connect people around the globe in an innovative and secure way. In this role, you’ll be the advocate for our clients, ensuring that financial institutions and vendors receive top-notch support. Day-to-day, you'll monitor and resolve VOCC outages, ensuring timely communication and collaboration among teams. You'll thrived in a fast-paced environment, where you’ll analyze incidents, strategize resolutions, and manage multiple platforms simultaneously. Your background in networking and tools like Unix, Splunk, and API monitoring will serve you well here, as will your excellent communication skills. We believe in a flexible work environment, allowing for up to three flex shifts each month to align with our company’s operations. If you're passionate about technology and client service, Visa is excited to have you on board, making a significant impact as part of our Global Operations team. Join us, and let’s uplift the world together by being the best way to pay and be paid.

Frequently Asked Questions (FAQs) for Technical Support Analyst (Transaction Quality) Role at Visa

What does a Technical Support Analyst at Visa do?

As a Technical Support Analyst at Visa, you will champion the needs of our clients, which include financial institutions and vendors. Your responsibilities include monitoring and analyzing system outages, collaborating with internal and external teams to facilitate quick resolutions, and ensuring the quality and integrity of payments processing. This role requires a proactive approach, where you'll also communicate effectively about incidents and manage multiple tasks concurrently.