Associate Tech Support Analyst Job in Bangalore at Visa

Visa is hiring for an Associate Tech Support Analyst!

Responsibilities of the Candidate:

• Work in the Visa Operations Command Center as first level monitoring supporting Visa’s Digital Risk platforms in a 24/7 environment.
• Support the team in troubleshooting and escalating incidents that may have financial or brand impact.
• Monitor transaction flows for Tokenization, Application Programming Interface (API), and other transactions for Visa’s critical services.
• Monitor traffic performance through Visa’s Datacenters for core services.
• Monitor system platform health (Infrastructure components).
• Build relationships with all supported customers and service providers (internal and external) and act as a liaison to identify opportunities and implement solutions.
• Lead technical bridges and interact with both technical staff and management during the incident and change management process.
• Ensure the incident management process is followed, and all communication requirements are met.
• Follow up on outstanding incidents and work with other teams to ensure all task items are completed.
• Communicate effectively with upper management, customer support and technical support teams during critical events.
• Ensure all post-incident actions are documented correctly (ITIL Process) and participate in problem reviews and service improvement meetings.

Requirements

• 3 to 8 years of work experience
• Previous IT Operations/Service Desk experience is desirable, but not essential as training will be given.
• Exposure to Unix/ bash or shell scripting is an added advantage.
•  Basic Understanding of message flow with the ability to gain an in-depth understanding
•  Basic understanding of API monitoring/reading logs
• Exposure to ITIL standard ticket practices/Service Now experience a plus
• Basic understanding of Networking.
•  Experience with ISO 8583 or equivalent messaging protocol.
• ITIL foundations certified.
• Working knowledge of Linux, Splunk, Grafana, Prometheus including log analysis and constructing queries.
• Familiarity with Application Programming Interface (API).
• Working knowledge of production support processes such as Incident/Change/Problem management, call triaging and escalation procedures.
• Good understanding of ServiceNow and Netcool.
• Strong verbal and written communication skills.
• Strong ability to collaborate.
• A calm and technical approach to solving problems surrounding business critical infrastructure.
• A strong understanding of the payment and financial industry and transaction traffic workflows.
• Excellent time management and decision-making skills with comfort making decisions that will impact the business and reputation.