Incident Support Analyst – Associate

Job title:

Incident Support Analyst – Associate

Company:

Visa

Job description

Company DescriptionVisa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.Job DescriptionJob DescriptionDevelop an in-depth understanding of VOCC functionalityBuild the knowledge base and understand the various application service flow product, and servicesAble to develop, edit, and distribute effective internal and external communication in a timely and accurate manner as per the documented processFollow documented support procedures, managing each issue through resolution or turnover to maintain established service levelsLiaise with L2 support groups to collaborate on the resolution of incidents and problemsProactively work with Global Support groups and/or client or vendors to provide flexible and nimble solution for client issues and resolve system problems quicklyTrack update and resolve all assigned requests in the incident management system, ensuring that documentation is thorough, accurate, and meets a standard of high qualityEnhance technical skills through participation in ongoing trainingAble to communicate and work cordially in global team with teammate from different culture and in time zone.Create Incident reports and Ensure all incidents and changes are in compliance to ITIL and operation policyBe able to problem diagnose, quickly and efficiently by running and review application and network tracesAbility to communicate well and manage highly stressful situations during the Incident.Ability to prioritize and multitask. Flexibility and adaptability in work approachAdhere to the Standard operating procedure and suggest improvements if needed.This role will require shift work and Weekend On-call support.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.

QualificationsBasic Qualifications
Bachelor’s degree, OR 3+ years of relevant work experiencePreferred Qualifications
Bachelor’s degree in IT, CS or related field
2 or more years of work experience
Full understanding of ITIL Incident Management framework
A keen interest to learn new skills and technology through online resource.
Ability to assess and analyze technical situations and provide viable alternatives
Ability to effectively perform problem isolation and resolution of critical systems to have the least amount of impact and downtime.
Excellent analytical problem-solving skills and the ability to drive multiple teams to achieve results.
Must be a self-starter and pick up new skills and knowledge
Must be result-oriented and constantly looking for new ways to improve efficiency and productivity.
Must exercise a reasonable amount of independent judgment under minimum supervision.
Outstanding communication and customer service skills and a dedication to enhance customer service experience.
Project Coordination and planning experience.
Working Experience in IT Operations and Project DeliveryAdditional InformationVisa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Expected salary

Location

Warszawa, mazowieckie

Job date

Thu, 07 Nov 2024 23:45:20 GMT

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