Network Operations Application Analyst

As a member of the Network Operations L1 Support team, the Application Analyst has the primary responsibility for monitoring the Corporate Visa Networks and providing first level response to assist in the mitigation or elimination of issues affecting network connectivity and impacting our clients or the Visa brand. The preferred candidate will possess strong technical and analytical abilities to monitor and support network connectivity on critical systems, resolve a high number of reported issues without escalation, and multi-task in a fast-paced environment as the first point of contact with Visa customers.

• Track, update and resolve all assigned incidents, changes, and problem tickets via the Ask Now management system, ensuring documentation is thorough, accurate and meets a high quality standard.
• Proactively monitor, recognize, analyze, isolate and resolve documented hardware and software problems using a variety of testing tools and techniques.
• Properly escalate incidents in a timely manner per support guidelines and procedures.
• Liaise with L2 support groups and development groups to collaborate on incident and problem resolution.
• Follow documented support procedures, managing issues through resolution or turnover to maintain service levels.
• Act as the support advocate for Visa clients, including consumers, businesses, financial institutions, internal groups, and governments worldwide.
• Gather pertinent information and work with clients to isolate and resolve most events without assistance.
• Develop, edit, and distribute effective internal and external communications per documented processes.
• Maintain technical skills through ongoing training and participate in change management and project schedules as required.
• Provide internal and external communications of issues to management and other internal support groups.
• Provide training for Network Support staff and create network-specific knowledge base articles and troubleshooting playbooks.
• Support Application Monitoring analysts and assist with application-related issues to ensure continuity of service during periods of increased demand or staff absence.

Basic Qualifications

• 2+ years of relevant work experience and a Bachelor's degree, OR 5+ years of relevant work experience

Preferred Qualifications

• 3 or more years of work experience with a Bachelor's Degree or more than 2 years with an Advanced Degree (e.g., Masters, MBA)
• Experience tracking, updating and resolving incidents, changes, and problem tickets via the Ask Now management system with thorough documentation
• Proactive monitoring, recognizing, analyzing, isolating and resolving hardware and software problems using testing tools
• Basic knowledge of routing/switching, tunneling, security operations and engineering, MPLS
• Wireless LAN experience, Silver Peak SD-WAN experience, VPN remote access experience, Citrix VPN experience
• Ability to quickly learn Visa proprietary and industry tools (Netcool, SevOne, NexThink, Ask Now)
• Excellent verbal and written communication skills, strong organizational and prioritization abilities, and effective teamwork
• Sound judgment in determining priorities and coordinating with internal groups to protect Visa business and SLAs
• ITIL Foundation, Six Sigma or equivalent (preferred or within 6 months)
• PCAP certification (Python Certified Associate in Programming) and Cisco CCNA (preferred)
• Cloud experience (Azure and AWS) and Cloud Access Secure Broker experience
• Knowledge of Cybersecurity Infrastructure (Firewall, Bluecoat proxy, CASB, SASE)
• MS Office suite proficiency

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 qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

• Employment type: Full-time