Technical Support Analyst in
- Desired candidate will be part of the Visa Operations Command Center - monitoring all critical production applications (Digital Mobile Products, Distributed Systems or Transactions) and resolve or manage the prompt resolution of all incidents. * Support project schedules and changes which can include participation in UAT testing, creation of process and procedures, and assist with training specific to team. * Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts. * Team player who can independently work towards the deadline of critical projects. This will include tasks such as knowledge transfer between teams, understanding and adhering to organization’s standard while assisting in project deliverables. * Chair and actively drive critical/major incident resolution to meet group MTTR objectives. * Document and communicate critical milestones/progress of ongoing incidents on a bridge call timely and accurately. * Accurately and promptly assess/solicit the impact, take ownership and drive incidents to resolution as dictated by the impact and severity of the problem. * Responsible for the internal and external communication of issues to users, other internal support groups and the customers via pages, email or phone. * Correlate critical alerts on monitoring platform with actual system outages. * Follow documented operations processes and work with appropriate groups to administer and maintain these policies to ensure standard approach is adopted during escalation or when implementing system changes. * Provide an Operations and Support perspective in the adoption of new technologies and the implementation of new software. * Resolve incidents promptly without escalation. * Constantly follow-up on all open incidents and problem tickets to meet group objectives. * Work on multiple platforms including ticket queue, mailbox, alert console and phone calls. * Provide routine L1 system administration on multiple server platforms (Windows, Unix/Linux). * Propose process/procedure improvements to better the department and services provided. * Offer effective/sound recommendations to address repetitive issues. Additional Information Work Hours: This position requires the candidate to work 12 hours shift work during the day (with a 2 weeks rotation). When scheduled, the staff would be required to work on weekends and public holidays. 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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs. Basic Qualifications: • 2 years of relevant work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD) • Hands on experience with Open Systems platforms (Windows & Unix/Linux, Solaris, SQL). • Excellent verbal and written communication skills. • Has strong reporting, documentation and presentation skills. • Must be able to multitask and prioritize work. • Able to effectively communicate at a staff level and senior management level. • Experience in managing/running high visibility technical bridge calls with real-time impact to business, crafting and sending communications to business stakeholders. • Understands Incident Management and other ITIL best practices, Preferred Qualifications: • 3 or more years of relevant work experience or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) • Bachelor's degree in IT, Computer Science or a related discipline. • Excellent understanding and hands on experience with Open Systems platforms (Windows & Unix/Linux, Solaris, SQL). • Good understanding of networking principles. • Possesses Information Technology Infrastructure Library (ITIL) Foundation v3 Certificate or higher certification is a plus. • Experience in supporting website or mobile applications. • Knowledge of web services standards and related technologies (XML, SOAP, REST, etc ) is a plus. • Hands-on knowledge of Splunk • Possesses scripting/programming knowledge or 1+ years of experience in either of the following: Java, Spring, Oracle, and other programming or scripting languages. • Knowledge in writing and reviewing technical documentation/tutorials for quality service desk setup so as to ensure L1 and L2 team performs all the agreed ITIL processes. • Review and approve new procedures and prepare training material for the staff when required. • Meticulous, highly motivated and portray a sound business ethic. • Manage serious outages in production by interfacing between business, developers, infrastructure teams and management. • Must have an analytical mind - be able to analyze situations and offer solution to common problems. • Able to work on own initiative and independently. Please Note: Due to the COVID-19 pandemic and the evolving visa/travel restrictions in place, we are currently only able to extend offers to candidates with the right to work in Singapore. We are keeping the situation under close review and will adjust accordingly should the restrictive measures be lifted. Visa has adopted a COVID-19 vaccination policy. As a condition of employment, all employees based in Singapore are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.