Ops Support (Engineer)-Associate Analyst Level

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Join a diverse team at Visa, where your individuality fits right in. We can provide the opportunity to shape the payments experience globally. Together, let’s transform the way the world pays.

Think you know us?

Our mission is to connect the world through the most innovative, reliable, and secure digital payment network that enables individuals, businesses, and economies to thrive.

Individuality fuels our brand and our global team – we’re proud that we are a talented team of 15,000 individuals with unique backgrounds, perspectives, and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life outside of the office, whether it’s taking advantage of agile work schedules or our wellness programs, Visa respects and encourages meaningful work/life balance for everyone. In addition, we offer market leading salary and have a fantastic benefit offering.

So, if you’re not satisfied with the status quo, we can satisfy your desire to explore new territory, giving you the runway to really make an impact, whilst connecting you with teams around the world in a truly inclusive culture that celebrates our uniqueness.

If you think you could support Visa as an Associate Analyst, we want to hear from you – together, let’s make Visa a great place to work.

What’s it all about?

A Visa Operations Command Center (VOCC) is a team with staff based in Singapore, UK, and US. The team is well diverse within an amazing collaboration culture and working atmosphere, where we foster creativity, while supporting what we love the most connecting millions of people every day. 

The Associate Analyst is expected to drive incident resolution upwards of 90% of all issues without the need for any escalation. Ideal candidate must possess demonstrable leadership qualities combined with technical expertise, and client advocacy to be able to drive and direct a best-in-class ITIL focused service to Visa customers. The Associate Analyst will be required to drive Service level expectation against performance to ensure that external and internal clients experience a positive response to inquiries, issues, and events. The preferred candidate will possess all the following competencies: 

What we expect of you, day to day.

• Identify ways to improve processes and procedures; generates new ideas and options.
• Work with technical teams to identify and implement improvements in tools and monitoring using automation or other technical solutions.
• Work with Management and Operations SMEs to identify potential areas of improvement in processes. Develop and implement those improvements and engage with Operations teams to ensure process improvements are distributed effectively including the provision of education.
• Communicate effectively throughout the incident management process to ensure that all communications are timely and accurate.
• Able to prescribe the fastest and easiest resolution path.
• Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards.
• Provide system administration on multiple server platforms, in the resolution of incidents. Liaise with support groups in the resolution of incidents for complex, unfamiliar issues.
• Able to anticipate and resolve additional potential problems with our critical applications support. 
• Maintain technical skills through participation in ongoing training.
• Ability to identify, analyses and isolate anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques.
• Will take the leadership role and will be accountable for the management of highly critical events that may have the potential of major financial and/or reputation impacts to Visa, Inc.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• Bachelor's degree, OR 3+ years of relevant work experience

Preferred Qualifications:

• Bachelor's degree, OR 3+ years of relevant work experience
• What we’re after…
• 3 to 5 years of working experience in IT or related field.
• Bachelor’s degree in information technology or information systems or (related discipline)
• Good communication skills.
• Comfortable working the above schedule.
• We are after someone that can make a difference in our current team.
• Communicate effectively throughout the incident management process and demonstrate the ability to draft the various types of communication in complex and non-routine situations.
• Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards.
• Provide routine system administration on multiple server platforms, in the resolution of incidents.
• Liaise with support groups in the resolution of incidents for complex, unfamiliar issues.
• Maintain technical skills through participation in ongoing training.
• Ability to identify, analyze and isolate anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques.
• May take the leadership role in managing highly critical events that may have the potential of major financial and/or reputation impacts to Visa, Inc.
• Able to work shift Rota, as the role is onsite
• Experience Including but not limited to:
• Windows, Unix, and Linux admins knowledge
• Programming languages (Python, Java, C++)
• Microsoft Office products
• Awareness and basic hands‑on use of GenAI tools.
• Generative AI (GenAI) Experience
• Practical experience using approved Generative AI tools to support operational work such as summarization, documentation, analysis, communication, or learning unfamiliar systems. Candidates should demonstrate sound judgment, validate outputs, and adapt their use of GenAI to improve accuracy, efficiency, and clarity in day‑to‑day operations.

Visa is an EEO Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.