Technical Solutions Analyst

Job Description

The Advanced Technical Solutions Analyst is a global third-line support function which provides enhanced level of technical assistance for issues and the collection, validation and interpretation of data and statistics.  This position will be responsible for the day-to-day operations of the Advanced Technical Solution teams in region to ensure all clients are provided with best-in-class technical service and support. They will also analyze and consolidate performance data and statistics.  They will support clients directly through incident management acting as the front line and an SME escalation point for VISA Operations Control Center (VOCC) for RaIS client escalations and incident Management.

Work streams covered by this role are scheduled, proactive & reactive in nature, making this one of the most varied & flexible roles within the company. The role carries implicit seniority, so while there is no management of staff, the candidate will be required to offer training and coaching to junior engineers and present technical issues to non-technical colleagues at all levels within the organization. This role reports into the Director of, Customer Support for Risk and Identity Solutions.

In this role, you are expected to

• Help Execute new service strategies set forth by leadership
• Field escalated tickets from Risk & Identity Support teams globally
• Hire, train, and grow team members on the Risk and Identity Solution product offerings
• Identify and implement strategies to improve quality of service, productivity, and Customer communication
• Support, debug and troubleshoot existing applications and/or database issues.
• Claim and manage highly technical (API related, Developer centric) escalations from clients and CS teams.  Utilize CS documentation, usage of test accounts, and knowledge of the RAIS products to resolve multiple and concurrent issues in a timely manner.
• Participate in customer troubleshooting escalations and work sessions
• Troubleshoot product related bugs by reproduction, user testing, log and code analysis.
• Produce and maintain reports (mainly SQL/MS Excel) to support data and KPI requirements.
• Collecting, interpreting, identifying patterns, and trends in sets of data to resolve inquiries.
• Analyze large quantities of data to find trends or patterns of potential issues.
• Design and develop tools for automation and process improvement in various software languages.
• Provide notifications and offer technical troubleshooting to clients impacted by system wide issues.
• Develop software user interfaces using internal tools and frameworks.
• Support, maintain and document software troubleshooting for VRM and VAA
• Execute and work through Incident Management for priority client inquiries in region.

• Responsible to be a subject matter expert in the following areas including but not limited to

• Visa Protect Account to Account

• VRM Rules – expected outcomes, configurations, Rule and VRM UI Troubleshooting
• Visa Consumer Authentication Service (VCAS)
• Cardinal Consumer Authentication (CCA)
• Participate in new product pilots to help ensure smooth transition to CS teams
• Manage Risk and Identity L3 knowledge base, for internal and external customer support documentation and troubleshooting guides.
• Processing customer feedback and bug reports
• Ensure tickets are responded to and in accordance with Customer defined Service Level Agreements (SLAs) – Response, Update, and Resolution SLAs
• This job requires you to interact with a variety of global teams to identify and resolve issues affecting all tiers of clients. These teams Include Technical Solution, Product, Engineering, Data Scientist, Operations, Sales, and Technical Account Managers (TAMs).