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Operations Analyst

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Visa

2mo ago

  • Job
    Full-time
    Mid Level
  • IT & Cybersecurity
    Business, Operations & Strategy
  • Quick Apply

AI generated summary

  • You should have a degree or equivalent, 3 years in service monitoring, Linux/Unix and SQL skills, ITIL experience, and knowledge of payment processing. Strong communication, problem-solving, and data analysis skills are essential.
  • You will monitor and resolve transaction incidents, provide 24/7 support, conduct root cause analysis, manage events, and improve monitoring processes for efficient operations.

Requirements

  • Ideally educated to degree level or hold equivalent professional experience. Computing or business-related subjects would be an advantage.
  • Minimum of 3 years’ experience in a service monitoring role.
  • Fundamental experience with Linux/Unix and SQL.
  • Experience of the ITIL Event Management framework.
  • Experience of working within a payment processing organization.
  • Experience with Splunk, Confluence and Jira.
  • Ability to communicate technical concepts in a clear and articulate fashion to both technical and non-technical internal and external audiences, at varying levels of management.
  • Experience of processing systems and services, and their practical application.
  • Proven ability to manage events across several products and services.
  • Self-starter with a demonstrated ability to achieve results as part of a team.
  • Ability to effectively prioritize and multi-task under deadlines.
  • Ability to establish and maintain strong relationships and work collaboratively with and through others.
  • Experience of working with cross functional teams.
  • Highly motivated and results driven.
  • Ability to work to deadlines and under pressure.
  • Ability to prioritize a constantly changing workload.
  • Strong verbal, written, presentation and interpersonal skills.
  • Strong business, problem solving and data analysis skills.

Responsibilities

  • Monitor all critical events relating to transaction acquisition, transaction processing and network partner processing and resolve or manage the prompt resolution of all incidents.
  • Proactively monitor, analyse, and resolve events utilizing a variety of application tools and techniques.
  • Take ownership of events and drive them to resolution in a timely manner as dictated by the impact and severity.
  • Provide 24 x 7 on-call support as part of a Rota.
  • Provide support for mission critical applications and execute procedures to resolve incidents, ensuring that the incident management process is followed, and all communication requirements are met.
  • Follow documented support procedures, managing each event through to resolution or escalation to maintain established service levels.
  • Correlate critical alerts on monitoring platform with actual system outages.
  • Manipulate basic SQL queries and shell scripts to provide impact analysis. Work with the team to improve existing queries and scripts.
  • Demonstrate an ability to investigate incidents and provide root cause analysis based on application behaviour and log data.
  • Interact with second level teams to ensure incidents are closed out and impact is clearly communicated per the process in place.
  • Track update and resolve all assigned events in the event management system, ensuring that documentation is thorough, accurate and of a high quality.
  • Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts.
  • Identify gaps or improvement opportunities in the end-to-end monitoring of the service and develop/implement plans to remediate.
  • Continually assess and refine monitoring thresholds and prioritisation to deliver a more effective monitoring capability.
  • Propose and participate in the implementation of process/procedure improvements to better the department and services provided.
  • Work with Problem Management to identify and fix the root causes of events.
  • Conduct trend analysis to identify focus areas for continual service improvement.
  • Maintain technical skills through participation in ongoing training.

FAQs

Do we support remote work?

Yes, we support remote work but in a hybrid format, requiring employees to be in the office 2-3 set days a week based on business needs.

What are the primary responsibilities of an Operations Analyst in the POCC?

The primary responsibilities include monitoring transaction acquisition, processing events, providing incident resolution support, and ensuring the incident management process is followed to maintain service levels.

What qualifications are required for this position?

Ideally, candidates should have a degree or equivalent professional experience, especially in computing or business-related subjects, along with a minimum of 3 years’ experience in a service monitoring role.

What tools and systems should I be familiar with for this role?

Familiarity with Linux/Unix, SQL, and experience using Splunk, Confluence, and Jira is preferred for this position.

Is experience in a payment processing organization necessary?

Yes, experience working within a payment processing organization is preferred for this role.

What skills are essential for success in this position?

Essential skills include strong problem-solving abilities, data analysis skills, effective communication skills, and the capability to prioritize and manage multiple tasks under deadlines.

Will I be required to provide support outside of regular business hours?

Yes, the role includes providing 24 x 7 on-call support as part of a rota.

What kind of training or professional development is available?

Ongoing training is provided to maintain and enhance technical skills relevant to the role.

Are there opportunities to propose improvements in processes?

Yes, employees are encouraged to propose and participate in the implementation of process and procedure improvements to enhance departmental services.

How does Visa prioritize equality and diversity in hiring?

Visa is an EEO Employer and considers qualified applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

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Visa

Technology
Industry
10,001+
Employees
1958
Founded Year

Mission & Purpose

Visa (NYSE: V) is a world leader in digital payments, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories. Our purpose is to uplift everyone, everywhere by being the best way to pay and be paid.