Major Incident Management (Associate Level)

Nasze wymagania:
Bachelor's degree, OR 3+ years of relevant work experience
Bachelor's degree, OR 3+ years of relevant work experience
Associate’s degree in IT, Computer Science or related field, with 2 or more years of experience in IT support, major incident management, service management or a related role, or bachelors degree in IT, Computer Science or related field.
Basic understanding of server administration (e.g., basic commands, file system navigation on Windows and Linux), Network troubleshooting, Database concepts, and cloud computing.
A keen interest in learning new skills and technology through online resources
Must be a self-starter and pick up new skills and knowledge.
Familiarity with ITIL framework and best practices
Stay current with industry trends and best practices in incident management.
Knowledge of card payment services processing is highly preferred.
Ability to prioritize and multitask. Flexibility and adaptability in work approach
Excellent analytical problem-solving skills and the ability to drive multiple teams to achieve results.
Must exercise a reasonable amount of independent judgment under minimum supervision.
Must be result-oriented and constantly looking for new ways to improve efficiency and productivity.
Excellent communication and customer service skills and dedication to enhancing customer service experience.

Zakres obowiązków:
Develop, edit, and distribute effective internal and external communication in a timely and accurate manner as per the documented process
Communicate well and work cordially in global teams with teammates from different cultures and time zones.
Adhere to standard procedures and suggest improvements if needed.
Build the knowledge base and understand the various application service flows, products, services and support teams functions
Manage high-impact, high-severity incidents with a focus on minimizing business disruptions
Enhance technical skills through participation in ongoing training
Operations environments require shift work, including weekends and holidays as requested or scheduled.
Proactively work with Global Support groups and/or client or vendors to provide flexible and nimble solutions for client issues and resolve system problems quickly
Coordinate and facilitate the resolution of major incidents with relevant teams.
Track update and close all assigned requests in the incident management system
Create Incident reports and ensure all incidents and changes comply with ITIL and operation policies
This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.