As a member of Global Network Operations Support, the Associate Network Analyst has the primary responsibility for monitoring the Corporate and Commercial Networks and providing first level response to assist in the mitigation or elimination of issues affecting network connectivity and impacting our clients or the brand. The preferred candidate will need to possess strong technical and analytical abilities, in order to effectively monitor and support network connectivity on critical systems, resolve a high number of reported issues without need for escalation or assistance, the ability to multi-task in a fast-paced environment and often act as the first point of contact with customers. Essential FunctionTrack, update and resolve all assigned incidents, changes and problem tickets via the Ask Now management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.Proactively monitor, recognize, analyze, isolate and/or resolve documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques.Properly escalate incidents in a timely manner per support guidelines and procedures.Liaise with L2 support groups and/or development groups to collaborate on the resolution of incidents and problems.Follow documented support procedures, managing each issue through resolution or turnover in order to maintain established service levels.Act as the support / advocacy for clients, who are comprised of consumers, businesses, financial institutions, internal groups and governments worldwide.Gather pertinent information and work with our clients to isolate and resolve the majority of events without need for assistance.Develop, edit and distribute effective internal and external communications in a timely and accurate manner, per documented processes.Maintain technical skills through participation in ongoing training.Support project schedules and change management.Responsible for internal and external communication of issues to management and other internal support groups.Internal and External Bridge Stewardship in support of the timely resolution of internal and client facing issues.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
