The Work itself:
As a member of Global Network Operations Centre (GNOC) team, the Associate/Specialist is the in-shift detection, notification and escalation point for network issues. They have the primary responsibility for managing and responding to Network, Hardware and external client and circuit events which may result in impaired connectivity to our clients and internal business. The position requires an in-depth understanding of how logical and physical connectivity issues can affect transaction quality of Visa Client. You will be able to explore many latest technologies that support the Visa Operations, such as Cloud, SASI Network, many other Payment products, and services.
Essential Functions
The Skills You Bring:
Understanding of customer topology and potential work-around scenarios to mitigate client impact.
Modify and create work instructions or Recipes to prepare for similar impacting events and allow for a quicker response. Constantly review work instructions for accuracy and solicit improvements through second level support groups.
Ability to communicate effectively throughout the incident management process to ensure that all communications are timely and accurate, as per documented process.
Follow documented support procedures, managing each issue through resolution or turnover in order to maintain established service levels.
Track update and resolve all assigned incidents, changes and problem reports in the incident management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.
Use sound judgment in determining incident priorities and enlisting support of other internal groups to prevent any compromise to Visa business or client service level agreements. Proper escalation to support groups based on criticality and exposure.
In-depth understanding of all Visa proprietary as well as industry standard tools to support monitoring and response for client and Visa brand issues.
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.
