What’s it all about?
A Visa Operations Command Center (VOCC) is a team with staff based in Singapore, UK, and US. The team is well diverse within an amazing collaboration culture and working atmosphere, where we foster creativity, while supporting what we love the most connecting millions of people every day.
The analyst is expected to drive incident resolution upwards of 90% 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 customers. The Associate 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 the following competencies.
What we expect of you, day to day.
Identify ways to improve processes and procedures generates new ideas and options.
Work with technical teams to identify and implement improvements in tools and monitoring using automation or other technical solutions.
Work with Management and Operations SMEs to identify potential areas of improvement in processes. Develop and implement those improvements and engage with Operations teams to ensure process improvements are distributed effectively including the provision of education.
Communicate effectively throughout the incident management process to ensure that all communications are timely and accurate.
Able to prescribe the fastest and easiest resolution path.
Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards.
Provide system administration on multiple server platforms, in the resolution of incidents. Liaise with support groups in the resolution of incidents for complex, unfamiliar issues.
Able to anticipate and resolve additional potential problems with our critical applications support.
Maintain technical skills through participation in ongoing training.
Ability to identify, analyse and isolate anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques.
Will take the leadership role and will be accountable for the management of highly critical events that may have the potential of major financial and or reputation impacts to Visa, Inc.
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.
