Responsibilities:

Develop, edit, and distribute effective internal and external communication in a timely and accurate manner as per the documented process

Communicate well and work cordially in global teams with teammates from different cultures and time zones.

Adhere to standard procedures and suggest improvements if needed.

Build the knowledge base and understand the various application service flows, products, services and support teams functions

Manage high-impact, high-severity incidents with a focus on minimizing business disruptions

Enhance technical skills through participation in ongoing training

Operations environments require shift work, including weekends and holidays as requested or scheduled.

Proactively work with Global Support groups and/or client or vendors to provide flexible and nimble solutions for client issues and resolve system problems quickly

Coordinate and facilitate the resolution of major incidents with relevant teams.

Track update and close all assigned requests in the incident management system

Create Incident reports and ensure all incidents and changes comply with ITIL and operation policies

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications:
•Associate’s degree in IT, Computer Science or related field, with 2 or more years of experience in IT support, service management or a related role, or bachelor’s degree in IT, Computer Science or related field.

Preferred Qualifications:
•Basic understanding of server administration (e.g., basic commands, file system navigation on Windows and Linux), Network troubleshooting, Database concepts, and cloud computing.
•A keen interest in learning new skills and technology through online resources
•Must be a self-starter and pick up new skills and knowledge.
•Familiarity with ITIL framework and best practices
•Stay current with industry trends and best practices in incident management.
•Knowledge of card payment services processing is highly preferred.
•Ability to prioritize and multitask. Flexibility and adaptability in work approach
•Excellent analytical problem-solving skills and the ability to drive multiple teams to achieve results.
•Must exercise a reasonable amount of independent judgment under minimum supervision.
•Must be result-oriented and constantly looking for new ways to improve efficiency and productivity.
•Excellent communication and customer service skills and dedication to enhancing customer service experience.

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.