Visa - Ashburn, VA
posted 4 months ago
As a member of Global Network Operations Support, the Associate Network Analyst has the primary responsibility for monitoring the Corporate and Commercial 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 need to possess strong technical and analytical abilities, to effectively monitor and support network connectivity on critical systems, resolve a high number of reported issues without need for escalation or assistance, the ability to multi-task in a fast-paced environment and often act as the first point of contact with Visa customers. In this role, you will track, update, and resolve all assigned incidents, changes, and problem tickets via the Ask Now management system, ensuring that documentation is thorough, accurate and meets a standard of high quality. You will proactively monitor, recognize, analyze, isolate, and resolve documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques. Proper escalation of incidents in a timely manner per support guidelines and procedures is crucial, as is liaising with L2 support groups and development groups to collaborate on the resolution of incidents and problems. You will follow documented support procedures, managing each issue through resolution or turnover to maintain established service levels. Acting as the support and advocacy for Visa clients, who are comprised of consumers, businesses, financial institutions, internal groups, and governments worldwide, you will gather pertinent information and work with our clients to isolate and resolve most events without need for assistance. Additionally, you will develop, edit, and distribute effective internal and external communications in a timely and accurate manner, per documented processes. Maintaining technical skills through participation in ongoing training and supporting project schedules and change management will also be part of your responsibilities. This position requires internal and external communication of issues to management and other internal support groups, as well as stewardship in support of the timely resolution of internal and client-facing issues.