Job Description

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 Function

• Track, 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

Qualifications

Basic Qualifications:
•Bachelors degree, OR 3+ years of relevant work experience

Preferred Qualifications:
• 2 or more years of work experience
• Minimum of 6 months of work experience or a Bachelor's Degree
• Ability to track, 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.
• Experience Proactively monitoring, recognizing, analyzing, isolating and/or resolving documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques
• Basic Knowledge of routing/switching, tunneling, security operations/engineering, MPLS.
• Ability to quickly learn company proprietary as well as industry standard tools to support the monitoring and response for client and company brand issues. Primary tools are NetCool, Solarwinds and Ask Now.
• Excellent verbal/written communication, organizational skills, ability to prioritize in a constantly changing work load. Interpersonal skills and ability to excel as part of a team.
• Able to use sound judgment in determining priorities and enlisting support of other internal groups to prevent any compromise to business or client service level agreements.
• Required - Need to already possess Information Technology Infrastructure Library Foundation Certificate (ITIL), or ability to obtain within 6 months.
• Preferred– PCAP certification (Python Certified Associate in Programming)
• Preferred - Cisco Certified Network Associate (CCNA)
• Firewall experience and file transfer highly desirable
• MS Office suite proficiency
• Education / Professional Credentials
Additional information
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
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. We will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Additional Information

** Work Hours:** Varies upon the needs of the department.

** Travel Requirements:** This position requires travel 5-10% of the time.

** Mental/Physical Requirements:** This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa 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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 70,600.00 to 99,700.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.