Job Description
As a member of the Global Network Operations Centre (GNOC) team, the Associate/Specialist is the in-shift detection, notification, and escalation point for network issues. They are primarily responsible for managing and responding to Network, Hardware, and external client and circuit events that may impair connectivity to our clients and internal business. The role requires an in-depth understanding of how logical and physical connectivity issues can affect transaction quality for Visa Clients. You will explore many of the latest technologies supporting Visa Operations, such as Cloud, SASI Network, and various Payment products and services.
Essential Functions
The Skills You Bring:
* Understanding of customer topology and potential work-around scenarios to mitigate client impact.
* Modify and create work instructions or Recipes to prepare for similar impacting events, enabling quicker responses. Review work instructions regularly for accuracy and suggest improvements through support groups.
* Communicate effectively throughout incident management to ensure timely and accurate updates, following documented processes.
* Follow support procedures to manage each issue through resolution or transfer, maintaining service levels.
* Track, update, and resolve incidents, changes, and problem reports in the incident management system, ensuring thorough and high-quality documentation.
* Use sound judgment to prioritize incidents and involve support teams to prevent impacts on Visa's business or service agreements. Escalate issues appropriately based on criticality.
* Leverage Visa proprietary and industry-standard tools for monitoring and response to client and brand issues.
This is an on-site position requiring adherence to GO guidelines. Currently, employees work 11 of 14 shifts on-site and 3 days remotely, subject to change based on business needs.
Qualifications
Basic Qualifications:
* Bachelor's degree or 3+ years relevant work experience.
Preferred Qualifications:
* 2+ years of relevant work experience.
* ITIL certification (preferred).
* Certifications such as Cisco CCNA, Juniper JNCIA, AWS, Silver Peak (preferred).
Desirable Skills:
* Understanding of routing protocols (BGP, EIGRP, IS-IS, OSPF).
* Experience with Cisco switches, Nexus, FEX, Arista, Bluecoat proxy, F5, Juniper, Silver Peak.
* Knowledge of monitoring tools like SolarWinds, Netcool, ServiceNow.
* Broad knowledge of TCP/IP, MPLS, WAN, LAN, SDWAN, Cloud technologies.
* Experience with datacenter networking, security operations, network design, MPLS, Ethernet transports.
* Ability to interpret firewall logs and troubleshoot using packet analyzers and network discovery tools.
* Experience with network automation tools such as Python or Ansible.
* Excellent communication, organizational skills, and ability to prioritize in a dynamic environment.
* Proficiency in MS Office.
Additional Information
Visa is an Equal Employment Opportunity (EEO) employer. Qualified applicants will be considered without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status. Visa also considers qualified applicants with criminal histories in accordance with EEOC guidelines and applicable laws.
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