Senior Systems Analyst (Production Support) (REF21283Y) - Visa Digital Developer Platform (VDDP)
Visa, Austin TX, US
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The desired candidate will work in the Digital and Mobile Organization. The main functions will center around real-time monitoring and Level 3 support debugging through Java application code, onboarding new customers, and help troubleshoot and reproduce client integration issues.
We are looking for a candidate who has a strong work ethic, leadership skills, excellent judgment and good time management in prioritizing work, and the ability to work in fast paced, team oriented environment. They need to gain a solid understanding of the payment industry and leverage this knowledge to troubleshoot internal and external incidents. Leverage this understanding to build partnerships with engineering teams
Duties will include supporting applications in a Linux environment and troubleshoot network, database and system issues, application code issues/break-fix. Use basic scripting and query skills to generate reports based on support requests and incidents. Lead technical bridges and interact with both technical staff and management during the incident and change management process. Other responsibilities and competencies will include:
Debugging application issues using source code (Java applications)
Solid experience in Java, Spring, Hibernate
Apply Break Fix
Comfortable working with external customers to help resolve issues with the onboarding or incident.
Quickly and accurately assess the impact of a major system or application outage and communicate the impact to management. Craft incident reports targeted for upper management and customer support in response to a critical issue. Interact with Development teams and Customer Support to ensure incidents are closed out and impact is clearly communicated per the process in place. Provide guidance and training to the team and be a technical point of contact.
Ensure all team goals are on track on a daily basis and assist in other areas when necessary; Identify areas to improve and work with staff and management to implement changes.
Review change activates and upcoming maintenances and coordinate to cover the activities.
Provide use case documentation and requirements for new projects and form partnerships with others to ensure the requirements are met.
Work with little supervision and complete day to day activities with excellent quality and accuracy.
Coordinate with support teams to acquire training and materials for new and existing services. Create, review and approve new procedures and training material for the team.
Leverage good understanding of key controls and compliance and regulatory requirements to identify areas for improvement or of concern.
Take lead in providing training session and documentation for new features and emerging services and ensure that all staff members are prepared to support the service.
Meet our Operational level agreements, participate in Front door meetings and Feature Demos, set up alerts and achieve Service Level commitments.
- 2 years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
- Bachelors with 7 years or Masters in Computer Science/Engineering with 3 years of work experience respectively.
- Minimum requirement for Information Technology Infrastructure Library Foundation Certificate; (ITIL) Intermediate or higher certification is a plus
Willingness to work on-shift and on call in a 24x7x365 team
Java Application Code technical support experience
Java coding/debugging is mandatory
- Strong technical background with a working knowledge of Splunk, including log analysis and constructing queries
Knowledge of keynote, Grafana or other web-service monitoring tools.
Must have Information Technology Infrastructure Library Foundation Certificate (ITIL) Intermediate (Higher certification a plus)
Experience supporting web and mobile applications and troubleshooting problems in a cross-functional environment.
Demonstrated ability creating process and documentation for a first-level support team.
The ability to prioritize critical tasks and coordinate with staff to accomplish them under duress.
Proficient in Microsoft Office and Linux/Unix, shell script, Perl
A strong technical aptitude and excellent communication skills.
Work Hours This position requires the incumbent to be available during core business hours.
Travel Requirements This position requires the incumbent to travel for work less than 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, and reach with hands and arms.
EEO Statement 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 Inc. (NYSE: V) is the world’s leader in digital payments. Our mission is to connect the world through the most innovative, reliable and secure payment network - enabling individuals, businesses and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s relentless focus on innovation is a catalyst for the rapid growth of connected commerce on any device, and a driving force behind the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.