Associate Systems Analyst - Splunk, Netcool

The role involves significant interaction with but not limited to: Monitoring (eyes on glass), ticketing and office communications. As a member of the Global Operations -VOCC (Visa Operations Command Center) you will be on the front line of application and environment support. Members are directly responsible for error mitigation and escalation to advanced support teams in a 24x7 environment. Working in Shifts ,covering weekends/ Holidays is part of job role

Candidates must be able to work as part of a team with staff across multiple locations. They must also possess the ability to deliver results in a dynamic and ever-changing environment, utilizing excellent communication and time management skills.

Responsibilities

• Provide first level support to customers to understand the nature of the problem and initiate the troubleshooting process, ensuring the highest quality of service delivery throughout.
• Works closely with second and third level support teams, business teams and external vendors

(Colloborate as One VISA)

• Monitoring/Proactive analysis of products and services such as servers, APIs, and internal tools to detect and quantify anomalies.
• Monitor and operate the Visa DPS Distributed Systems ( DPS Forward, Visa Transaction control) system in a multi-datacenter and multi-processing environment.
• Support technical bridges and interact with both technical staff and management during the incident management process.
• Ensure the incident management process is followed, and all communication requirements are met.
• Provide exceptional customer service to our clients and their vendors via inbound phone calls, e-mail, and tickets
• Direct application monitoring for over 900 servers.
• Error investigation and resolution or escalation.
• Patching of servers.
• Supporting ongoing changes to multiple environments.
• Utilize collaboration across multiple teams, while displaying exceptional levels of professionalism on all interactions. Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards

Basic Qualifications
Bachelors degree, OR 3+ years of relevant work experience

Preferred Qualifications
Degree with minimum 2 to 3 years of Experience in Application Production Support for Distributed Systems