Major Incident Management Analyst

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

• Bachelor's degree OR 3+ years of relevant work experience
• Associate’s degree in IT, Computer Science or related field, with 2 or more years of experience in IT support, major incident management, service management or a related role, or bachelor's degree in IT, Computer Science or related field
• Basic understanding of server administration (e.g., basic commands, file system navigation on Windows and Linux), network troubleshooting, database concepts, and cloud computing
• Keen interest in learning new skills and technology through online resources
• Self-starter who picks up new skills and knowledge independently
• 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 with flexibility and adaptability
• Excellent analytical problem-solving skills and ability to drive multiple teams to achieve results
• Ability to exercise reasonable independent judgment under minimum supervision
• Result-oriented with continuous improvement mindset
• Excellent communication and customer service skills with dedication to enhancing customer service experience

• 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 an on-site position requiring daily commute to the assigned Visa office location

Visa is an Equal Employment Opportunity Employer providing consideration without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. Employment consideration includes qualified applicants with criminal histories consistent with EEOC guidelines and local law.