Sr. Technical Support Analyst

Company Description

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world helping unlock financial access to enable the future of money movement.

Job Description

As an active member of the Engineering Operations team, you will technically coordinate and maintain reliability and resilience of Token ID's SaaS application services, by demonstrating technical leadership, personal influence, organisational and analytical skills.

In this role you will actively take technical ownership and drive the successful operation and performance solution deployments, while tracking and reporting the service level objectives, monitor their indicators to help us meet our goals. You will collaborate and bridge our internal Token ID teams (DevOps, software engineering, Productivity Engineering, testers, DBAs, Product Engineers, and Product Management) with Visa's global vital teams in within our ecosystem.

As an individual contributor in the team you will act as primary actor in connecting operations, change, incident, problem, attestation, risk, audit, security, compliance, and governance processes.

You will work with your extended team, based in Europe, and each of the SaaS application's technical owners to implement product and infrastructure projects, to ensure capacity, to deliver performant products, support operations, supervise deployments, track assets and configurations and, also, ensure the SaaS environments are compliant.

This is a hybrid role within Visa's Token ID Technology organization, based in Bangalore and directly collaborating and reporting to the Management team.

Essential Functions

• A technical person(s) who will dive into our application service(s) entirely and will assist in any technical details and improve our Reliability.
• Technical and Operational point of contact for the Reliability of our SaaS application services and all the associated availability and resilience items.
• You are able to provide and acquire all vital information required for this role and exercise (delegated) technical authority in advising and coordinating SaaS deployment and solution changes.
• Ensure all projects are implemented according to operational standards and recorded in documentation and ready for Audit
• Attends trainings, responds to audit inquires and finishes the required verification exercises and attestations acknowledging the accuracy of the information within the designated application service(s)
• Interact with many teams to perform many tasks like end-to-end application service creation and management, building production ready environments, ensuring the best cybersecurity practices and compliancy, and technically lead new initiatives for our services.
• Supports and participates in program, project and application activities with expertise, direction, motivation, and support in a matrix environment
• Provides personal leadership and supports Technical Delegates to optimise delivery, performance and operations.
• Actively addresses the most complicated risks, issues, solving impediments to attain resolution or improvements
• Work closely with partners and delivery teams to understand requirements, ensuring a clear and common understanding of scope and priority of work you're doing, lead interdependencies and impacts among application services.
• Maintain compliance our Key Controls, Technical Security, Reliability and Design Requirements in partnership with the remaining Token ID functions
• Active participant in several application service process dependencies such as Security Engagements and Assessments, SSDLC, Configuration Management, Vulnerability Management, IAM, Data Privacy and Data Loss Prevention, Risk and IT DR, Architecture Review, Pen-Test and other related activities
• Participation in on-call duty and act as a technical escalation focus point for operational issues, activities and provide timely resolution during critical situations
• Use various monitoring and analytical tools to detect and resolve issues or improve on overall performance proactively and reactively
• Ensuring that documentation is thorough, accurate and meets a standard of high quality by creating a method of documentation management, including ownership of said documentation
• Drive continual improvement through strategic and thoughtful solutions with an automation first demeanor
• Develop and continuously improve on solution performance and resilience indicators to measure overall performance and provide foundation for continuous improvement
• Standout colleague that will help and support team members, and incidentally perform tasks outside own expertise to get the job done
• Help maintain an environment that cultivates transparency, collaboration, and feeds innovative ideas and encourages diverse points of view
  
  

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications:

5+ years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.

Preferred Qualifications:

• Demonstrated independence, leadership, and personal influence skills
• Strong interpersonal and facilitation skills along with effective communication (both written and verbal) skills
• Advanced process orientation and exhibited planning, organisational and problem-solving skills
• SRE and TechOps background
• Understanding and proven hands-on experience with containerization and orchestration technologies like Docker and Kubernetes
• Understanding of SaaS Operational model concepts: SLI, SLO, SLA, Latency, Disaster Recovery, API Gateway, Retention, Active-Active, Data Protection, Subnets, TLS, SAML, Web Proxy, Failover, Replication, Encryption, DB Schema, CDN, WAF, etc.
• Understanding of high-availability networks in load-balanced, n-tier application environments, infrastructure/network and common application protocols
• Understanding of cloud designs and potential work-around scenarios to mitigate client impact
• Understanding of Microservice architecture
• Understanding of release management particularly CI/CD pipelines, branching strategies and test automation.
• Experience with Monitoring and Centralized Log Management tools.
• Preferred strong experience in a previous hands-on role: engineering, operations, site reliability engineering, system administration, technical project lead or service delivery engineer
• Experience with incident, problem, and change management processes.
• Demonstrated ability to analyze and problem solve sophisticated issues from and end-to-end perspective
• Ability to communicate effectively throughout an incident management process to ensure that all communications are timely and accurate, as per documented process
• Ability to understand technical solutions from all levels, from the big picture design view to the low-level component technical view
• Ability to design a solution on a high level and build documentation for all aspects of a technical infrastructure
• Ability to represent technical and business issues and solutions to multiple hierarchy levels internally and externally to support strategic organisational plans
• Ability to work in a sophisticated organisation to determine business needs, providing the best solution to meet those needs
• Open to feedback, able to deal with ambiguity and work on multiple concurrent activities is a must have
• Past experience with software development tools and java application servers
• Nice to have: past experience or exposure in the Payment Card Industry or with Tokenization solutions
• Nice to have: SaaS Cloud Ops or a Container platform technology training or certificate
• ITIL certification is preferred
  
  

Additional Information

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.