Systems Analyst (I5)

Job description

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. 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 Systems Analyst you will be part of a team working in a multi-datacenter and multi-processing environment. You will provide first level response and assist with the mitigation or elimination of issues which may be impacting to our clients, or the VISA brand. The preferred candidate will have the responsibility of being the first point of contact for internal Visa support teams and will need to possess excellent customer service, technical and analytical abilities to effectively manage their role. In your day-to-day activities, you may also provide activity oversight of any System Specialists & Associate System’s Analysts who are part of your shift. Our Authorization Operations team provides system monitoring and analysis of pertinent system information and work with our internal support teams to isolate and resolve the majority of events affecting a variety of mainframe, open system and distributed hardware and software systems. As a team member, you will document support procedures, managing each issue through resolution or turnover in order to maintain established service levels. You will track, update, and resolve all assigned incidents, changes and problem reports in the incident. Our team takes pride in ensuring that documentation is thorough, accurate and meets a standard of high quality. You will work closely with various L2 & L3 support groups and/or development groups to collaborate on the resolution of incidents and problems. The preferred candidate will need to possess strong technical and analytical abilities, effective communication and documentation skills and display principal traits of collaboration, communication and demonstrating a passion for our business. They will work collaboratively and be an active team member in developing process improvement efforts within the department. The System Analyst position will spearhead day-to-day operational coordination, inter-team communications and on-shift escalation efforts to management. Essential Functions: Responsible for monitoring the Authorization TPF and OVN computer consoles and providing first-level response to assist in the mitigation or elimination of issues affecting the Authorization systems. Monitor and operation of the Visa Authorization systems in a multi-datacenter and multi-processing environment. Provide precise console inputs to resolve issues, under the direction of relevant support teams. Position is considered essential staff, which supports Visa’s 24x7x365 operations. The position has specific roles and obligations during any inclement weather/disaster event. Ability to track, update and resolve all assigned incidents, changes and problem tickets via the Service management system, ensuring that documentation is thorough, accurate and meets a standard of high quality. Assist team members within the ticketing system, as needed, review and follow-up on incident and problem tickets assigned to the team and department. Review tickets for trends and areas for improvement. Proactively monitor, recognize, and alert to a variety of system alerts. Properly 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 the resolution of changes, incidents and problems. Follow documented support procedures, collaboratively managing each issue through resolution or turnover in order to maintain established service levels. Participate in all related team meetings, both in-person as well virtually through MS Teams. Ability to gather pertinent information and provide supervision of various team members’ activity. Facilitating intra-team communication and documentation efforts. Support creation of new or improved team processes and procedures in collaboration with L2 support or SMEs to provide the ability for other team members to resolve these issues in the future. Ability to develop, edit and distribute Operational procedures Maintain and build technical skills through participation in ongoing training. Represent the Authorization Operations team in cross-functional team meetings when appropriate. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager. Qualifications Basic Qualifications: 2+ years of relevant work experience and a Bachelors degree, OR 5+ years of relevant work experience Preferred Qualifications: 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) At Visa, we are passionate to offer our employees compelling career growth opportunities. As such, even if you do not have experience of this function there could be skills or experiences which would transfer well. For this role, the key skills required are: Minimum 5 years of relevant work experience or a Bachelor’s degree. Hands-on experience with supporting critical applications based on either: IBM TPF or equivalent Real Time Operating Systems Open source based distributed systems on Linux, Kubernetes, Kafka Experience working in a large datacenter environment with technical background in all mainframe/open systems related hardware, software and utilities in a multi-processing Tightly Coupled/Loosely Coupled environment. Experience with one or more of Linux, Unix, MVS, VM, SuperVision, HMC, ServiceNow, CoPilot, ChatGPT, Kubernetes, Kafka, Opera, DB2, ClickHouse/Splunk or Cassandra Complete understanding of existing Visa proprietary as well as industry standard tools to support monitoring and response for Authorization issues. Strong troubleshooting, critical-thinking and incident management skills Excellent verbal/written communication, organizational skills; 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 as well as 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. 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.