Technical Support Analyst

Description

Description A Visa Operations Command Center (VOCC) analyst for the Open Systems team, should be able to support an ITIL based infrastructure to include incident resolution and escalation of issues for which there is no immediate workaround. The analyst is expected to drive incident resolution upwards of 80% of all issues without the need for any escalation. Ideal candidate must possess demonstrable leadership qualities combined with technical expertise, and client advocacy to be able to drive and direct a best in class ITIL focused service to Visa Inc. customers. The analyst will be required to drive Service level expectation against performance to ensure that external and internal clients experience a positive response to inquiries, issues and events. The preferred candidate will possess all of the following competencies Responsibilities Communicate effectively throughout the incident management process to ensure that all communications are timely and accurate. Ability to draft the various types of communication in complex and nonroutine situations, and distribute to appropriate recipients' within set time frames with little to no guidance. Track and update all incident in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards. Provide routine L2 system administration on multiple server platforms, in the resolution of incidents. Liaisons with L2 support groups in the resolution of incidents for complex, unfamiliar issues. Support and participate on project schedules and changes which can include UAT testing, creation of process and procedures, and assisting with training development and implementation specific to immediate team and/or department. Maintain technical skills through participation in ongoing training. Ability to train junior staff members in technical disciplines. Ability to identify, analyze and isolate anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques. May take the leadership role in managing highly critical events that may have the potential of major financial and/or reputation impacts to Visa, Inc. Qualifications BS degree in Information Systems or CS or equivalent experience; typically requires a minimum of 5+years of experience preferably in financial services. (ITIL) Technical staff member with hardware/software system configuration and troubleshooting skills and experience. Includes (but is not limited to) Windows, UNIX based servers, mainframe and application. Demonstrated analytical abilities in independently resolving complex problems that may not have fully documented handling procedures. Uses sound judgment in determining priorities and assisting junior staff members and/or enlisting support of others to prevent compromises to Visa's business or client service level agreements. Demonstrated ability creating procedures for complex issues to provide the ability for junior members to resolve these issues in the future. Leadership abilities to influence motivation, collaboration and innovation from team members. MS Office Proficiency Windows or Unix Certifications Preferred Experience with ServiceNow and Tivoli NetCool monitoring is a plus. Experience participating or facilitating problem bridges for high priority events also a plus.