As a member of Global Network Operations Centre (GNOC) team, the Associate Network Analyst will perform shift work to detect, mitigate or notify and escalate network issues. They have the primary responsibility for managing and responding to Network, Hardware and external client and circuit events which may result in impaired connectivity to our clients and internal business. The position requires a basic understanding of how logical and physical connectivity issues can affect transaction quality of Visa Clients. You will be able to explore many latest technologies that support the Visa Operations, such as SD-WAN, Cloud, and various Payment products/services.
Essential Functions
Ability to communicate effectively throughout the incident management process to ensure that all communications are timely and accurate, as per the documented process.
Follow documented support procedures, managing each issue to a resolution or passing over to the next shift to maintain established service levels.
Track, update, and resolve all assigned incident/change/problem tickets in the incident management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.
Use sound judgment in determining incident priorities and enlisting support of other internal groups to prevent any compromise to Visa business or client service level agreements. Proper escalate to support groups based on criticality and exposure.
Basic understanding of all Visa-proprietary as well as industry-standard tools to support monitoring and response for client and Visa brand issues.
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.