Visa Inc

Associate Technical Support Analyst

Visa Inc
Not Disclosed
0-3 Years Full Time
Bangalore, Karnataka, IN

Vacancy: Not Disclosed Posted: 1 year ago Applicants: 0
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Job Description

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Position Summary:

Cybersource Enterprise relies on its operation support individuals to work with issuers, acquirers, processors, and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations support, application support, and remediation support which affects customers in a real-time production environment.

Job Scope:

This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.

Essential Functions:

  • Work in the Visa Command Center monitoring the Cybersource Enterprise real-time production services
  • Gain a solid understanding of the role a payment solution provider holds in the online payment industry and leverage this knowledge to troubleshoot internal and external incidents
  • Lead technical bridges and interact with both technical staff and management during the incident and change management process
  • The ability to identify follow-up items and areas for improvement and propose solutions
  • Provide support for mission-critical applications and execute procedures to resolve incidents.
  • Ensure the incident management process is followed and all communication requirements are met.
  • Support applications in a Linux environment and troubleshoot network, database, and system issues that are often not well documented.
    • This could include using basic scripting skills to generate log output based on support requests and incidents
  • This could include using basic scripting skills to generate log output based on support requests and incidents
  • Investigate incidents and provide root cause analysis based on application behavior and log data
  • Gauge the scope and criticality of impact and take the appropriate actions to handle the situation
  • Interact with second-level teams, development teams, Product Support teams, and Customer Support teams to ensure incidents are closed out and impact is communicated per the process in place
  • Monitor both systems and network performance through various industry standard and custom tools
  • Open and update trouble tickets and answer internal and external phone calls.
  • Interact with 3rd party service providers to resolve incidents and provide root cause analysis
  • Review change activates and upcoming maintenance periods and coordinates with staff to cover the activities. Identify and raise concerns with upcoming changes to management and senior support teams
  • Identify gaps in existing processes and procedures and work with management and technical teams to propose and implement a solution.
  • Create and update operating procedure and training documentation as needed
  • Recycle and validate Linux services as needed
  • Work with little supervision and assist multiple teams in day to day activities
  • Provide guidance and training to staff members
  • Review and identify areas for improvement within documented procedures and work with management to implement changes

Basic Qualifications:

Minimum of 6 months of work experience or a Bachelors Degree

Experience in a Linux environment

Preferred Qualifications:

Experience with ServiceNow, Netcool, or other industry-standard monitoring and ticketin

Skills Required: Customer Support,Application Support


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