Associate Application Analyst

Job Description

The global operations team supports the Real-Time processing operations for Visa Inc., including Visa’s TPF-based authorization platform (VIP/VisaNet) and the open system-based OVN (Open VisaNet) platform. As a member of the Authorization Operations team, the Associate Systems Analyst will work in a multi-datacenter and multi-processing environment. You will provide first-level response and assist with the mitigation or elimination of issues that may impact our clients or the VISA brand. The role involves first-point contact for internal Visa support teams, managing incidents, changes, and problem reports through a Service Management system, and documenting all support procedures to maintain service levels.

Additional duties include working closely with L2 & L3 support groups and development teams to resolve incidents and problems, monitoring system alerts, escalating incidents in a timely manner, supervising System Specialist activity during shifts, and participating in team meetings via MS Teams. The position is considered essential staff for 24/7/365 operations and may require coverage during inclement weather or disaster events. The role requires at least three days in the office, with specific days to be confirmed by the Hiring Manager.

Essential Functions

• Monitor the Authorization TPF and OVN computer consoles and provide first-level response to mitigate or eliminate system issues.
• Operate Visa Authorization systems in a multi-datacenter and multi-processing environment.
• Make precise console inputs to resolve issues.
• Track, update, and resolve all assigned incidents, changes, and problem tickets via the Service Management system.
• Proactively monitor system alerts and recognize potential incidents.
• Escalate incidents in a timely manner per support guidelines and procedures.
• Liaise with L2 and L3 support groups and/or development groups to collaborate on resolution.
• Follow documented support procedures and manage issues through resolution or turnover to maintain service levels.
• Participate in all related team meetings, both in-person and virtually via MS Teams.
• Gather pertinent information and supervise System Specialist activity.
• Develop, edit, and distribute effective internal communications in a timely and accurate manner.
• Maintain and build technical skills through ongoing training.
• Multi-task in a fast-paced environment.

Qualifications

• Minimum 3 years of relevant work experience or a Bachelor’s degree.
• Hands-on experience supporting critical applications based on either IBM TPF or equivalent Real-Time Operating Systems, or open-source distributed systems on Linux, Kubernetes, or Kafka.
• Experience with one or more of Linux, Unix, MVS, VM, SuperVision, HMC, ServiceNow, CoPilot, ChatGPT, Kubernetes, Kafka, Opera, DB2, ClickHouse/Splunk, or Cassandra.
• Strong troubleshooting, critical-thinking, and incident management skills.
• Excellent verbal and written communication, organizational skills, and ability to prioritize in a constantly changing workload.
• Strong interpersonal skills and ability to excel as part of a team.
• Ability to quickly learn Visa proprietary tools and industry-standard tools to support monitoring and response for VIP Authorization issues.
• Possess an Information Technology Infrastructure Library Foundation Certificate (ITIL) or ability to obtain within 6 months.

Work Hours

• Alternative schedule: two-week rotating schedule of 12-hour shifts, totaling 14 working days per 28 days.
• OT as requested to cover staff shortages and training.
• Weekends and over holiday periods as scheduled.
• Shift may be either day-shift or night-shift; repeats every 2 weeks.
• Week 1: Monday, Tuesday, Friday, Saturday, and Sunday.
• Week 2: Wednesday and Thursday.
• Position is considered Essential Staff on Site.

Visa is an Equal Employment Opportunity (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 qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

• Minimum 3 years of relevant work experience or a Bachelor’s degree.
• Hands-on experience supporting critical applications based on either IBM TPF or equivalent Real-Time Operating Systems, or open-source distributed systems on Linux, Kubernetes, or Kafka.
• Experience with one or more of Linux, Unix, MVS, VM, SuperVision, HMC, ServiceNow, CoPilot, ChatGPT, Kubernetes, Kafka, Opera, DB2, ClickHouse/Splunk, or Cassandra.
• Strong troubleshooting, critical-thinking, and incident management skills.
• Excellent verbal and written communication, organizational skills, and ability to prioritize in a constantly changing workload.
• Strong interpersonal skills and ability to excel as part of a team.
• Ability to quickly learn Visa proprietary tools and industry-standard tools to support monitoring and response for VIP Authorization issues.
• Possess an Information Technology Infrastructure Library Foundation Certificate (ITIL) or ability to obtain within 6 months.