2015-05-18

Visa operates the world's largest retail electronic payments network and is one of the most recognized global financial services brands. Visa facilitates global commerce through the transfer of value and information among financial institutions, merchants, consumers, businesses and government entities.

We offer a range of branded payment product platforms, which our financial institution clients use to develop and offer credit, charge, deferred debit, prepaid and cash access programs to cardholders. Visa's card platforms provide consumers, businesses, merchants and government entities with a secure, convenient and reliable way to pay and be paid in 170 countries and territories.

Position Summary
The global systems operations team supports all the processing operations for Visa Inc., including Visa's networks, systems, and applications. It is also responsible for physical engineering and support of the Visa facilities and the lab environment.

Job Scope

* As a member of Service Desk, the Operations Support Analyst has the primary responsibility for monitoring the Commercial and Corporate Visa Networks, and providing first level response to assist with the mitigation or elimination of issues which may be impacting to our clients, or the VISA brand. The preferred candidate will have the responsibility of being the first point of contact for all Visa customers (worldwide), and will need to possess excellent Customer Service, technical and analytical abilities in order to effectively manage first contact with VISA customers, and resolve a high number of reported issues without any need for escalation or assistance. The preferred candidate will possess all of the following competencies:

* THIS IS A NIGHSHIFT POSITION. ALL APPLICANTS MUST BE ABLE TO WORK A FLEX SHIFT

* Support and advocacy for Visa clients comprised of consumers, businesses, financial institutions, and governments worldwide.

* Basic understanding of the ISO 8583 message format standard in order to build a strong understanding of the payment transaction elements from point of sale acquirer to Issuer and back, ultimately resulting in a seamless transaction for the cardholder.

* Must develop an in-depth understanding of Authorization transaction message flow and the different types of transaction exceptions that can be encountered resulting in cardholder impact.

* Must be able to work flexible shift hours

* Ability to gather pertinent information and work with our clients to isolate and resolve the majority of events without any need for assistance.

* Ability to develop, edit and distribute effective internal and external communication in a timely and accurate manner as per documented process.

* Follow documented support procedures, managing each issue through resolution or turnover in order to maintain established service levels.

* Track update and resolve all assigned incidents, changes and problem reports in the incident management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.

* Properly escalate incidents in a timely manner per support guidelines and procedures .

* Proactively monitor, recognize, analyze, isolate and/or resolve documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques.

* Liaise with L2 support groups and/or development groups to collaborate on the resolution of incidents and problems..

* Support project schedules and changes management..

* Maintain technical skills through participation in ongoing training.

* Responsible for the internal and external communication of issues to management, other internal support groups and customers via pages, email broadcasts or phone calls.

* Internal and External Bridge Stewardship in support of timely resolution of internal and client facing issues

* Basic Understanding of Authorization transaction message flow with the ability to gain an in-depth understanding

* Basic Knowledge of routing/switching, tunneling, security operations/engineering, MPLS.

* Understanding of Tandem System Technology

* Firewall experience and file transfer highly desirable

* Ability to quickly learn Visa proprietary as well as industry standard tools to support monitoring and response for client and Visa brand issues. Primary Tools are Netcool and Vital Signs

* Zero to 12 months of relevant experience

* Excellent verbal/written communication, organizational skills, ability to prioritize a constantly changing work load. Interpersonal skills and ability to excel as part of a team.

* Uses sound judgment in determining priorities and enlisting support of other internal groups to prevent any compromise to Visa business or client service level agreements.

* MS Office suite proficiency

* Required - Need to already possess Information Technology Infrastructure Library Foundation Certificate (ITIL), or ability to obtain within 6 months.

* Preferred - Cisco Certified Network Associate (CCNA)
Common Purpose, Uncommon Opportunity . Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

**Job:** **Network Control*

**Organization:** **Technology*

**Title:** *Senior Network Technician (Night Shift)*

**Location:** *VA-Ashburn*

**Requisition ID:** *152914*

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