As a member of Visa Operations Command Center, the Sr. Application Support technicians’ primary responsibility is managing and responding to Transaction and Managed Network events that may result in impaired connectivity to our clients. We work in a high availability environment where every second counts. The Transaction Quality team focuses on ‘Incidents’ as most of our daily workload involves real-time cardholder impact.What we expect of you, day to day.Act as a key point of contact for Client Transactional queries.Use various monitoring and analytical tools to detect and resolve issues proactively and reactively.Work with internal support teams and vendors to resolve issues affecting our clients.Fully and accurately document incident details using the incident and reporting tools.Accurately report incident information internally to colleagues and management.Remains calm under pressure during critical situations.Provide timely escalation during critical situations.Provide support to clients according to agreed standards of efficiency and quality.Possess strong written and verbal communication skills.Adhere strictly to documented processes.Provide large-scale impact reports on real-time cardholder impact.Escalate impactful issues rapidly and adhere to stringent internal metrics to maintain high availability for our clients and cardholders.Provide feedback and technical assistance to automate and enhance Visa internal tooling.As we reimagine work, it’s important to find a balance between flexibility, collaboration and ensuring best-in-class availability for our Global Operations team. To that end, GO shift employees will have up to 3 flex shifts per month, pending scheduling and manager discretion.This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.
