Application Support Associate

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Pay Transparency

Job Description

Key Responsibilities:

• 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.

The position is permanent day 10-hour daily shift with two-week rotating schedule, except during initial training for 3 months with a Monday-Friday 8-hour schedule.

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:

• Bachelor's degree, OR 3+ years of relevant work experience.
• Associates degree in related field or 2 years of equivalent industry experience. 2 years working in tech industry is a plus.
• Basic Knowledge of networking.
• Basic Understanding of message flow with the ability to gain an in-depth understanding.
• Experienced in Python or any other programming languages, with a focus on scripting and process automation.
• 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 is 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.

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 welcome and encourages application from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.