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

Responsibilities

Develop an in-depth understanding of Incident Management Lifecycle

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.

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

Supporting the Command and Control of all Critical and High priority incidents for Visa services

Strive to enable the team to restore IT services as soon as possible using Incident Management techniques

Timely communication/update to all stakeholders, including senior/executive management. transform technical detail into business language and meet OLAs.

Drive Improvement of Service Quality by preventing future interruptions to service by way of Continuous Improvement via Problem Management interfacing with Global Problem Management & Support teams

Ensure accurate logging of incidents in ServiceNow, producing incident summary reports/executive summaries, other reports, appropriate for use in post incident review or for formal internal/external customer review

Ensure all functions adhere to all policies and procedures to meet the requirements of the Audit, Regulators and Compliance guidelines.

Representation & Participation for the Major Incident team during operational meetings

Ability to prioritize and multitask. Flexibility and adaptability in work approach

Ability to communicate well and manage highly stressful situations during the Incident.

Ability to work unsupervised and make decisions based on the policies and procedures

This role may require Weekend On-call support.

Role modelling Visa's leadership principles

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.

Qualifications

Basic Qualifications:
-Bachelors degree, OR 3+ years of relevant work experience

Preferred Qualifications:
-Associate: 2 or more years of work experience
-Full understanding of ITIL framework, ITIL Practitioner and above level
preferred
-Broad knowledge of server and network infrastructure and application support
to assess internal and external impact. Must possess an in-depth
understanding of ITSM project and process management.
-Excellent analytical problem-solving skills and the ability to drive multiple
teams to achieve results.
-Experience with maintaining high availability, high volume for critical service is
essential.
-Track record of managing the delivery of complex, multi-faceted technology
initiatives to comply with regulatory requirements and significantly reduce risk.
-Solid understanding of IT Service Management methodology practices, and a
proven history of deploying those practices to ensure successful execution
against technology initiatives.
-Experience in delivering proven efficiency gains through automation and
orchestration.
-Ability to establish and sustain effective, professional relationships with
product and business managers, work closely with business partners to
understand business drivers and market requirements.
-Knowledge of card payment services processing is highly preferred.
-Candidate must be able to establish and sustain effective operational process
and support practices that includes working with team members across
multiple geographies.
-Good working knowledge of program and project management methodologies
and the role of technology resources in support of those methodologies.
-Ability to ensure the proper focus on Service restoration and Impact mitigation
is maintained throughout the call and have the fortitude and knowledge to
steer the troubleshooting and recovery efforts effectively
-Ability to take quick decisive action to make additional escalations
and/promotion of significant events to the Crisis management team when
warranted
-Proven experience of the Incident Management process, excellent
understanding of the ITIL methodology.
-Excellent leadership and communication skills.
-Excellent influencing skills and the ability to liaise with multiple stakeholders at
all levels, both internally and externally.
-Proven ability to drive change and constant improvement.

Additional Information

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.