Job
Description
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