Application Support Analyst

6 months ago

Auckland City, New Zealand Visa Full time

**Company Description**
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
**Job Description** Team Summary**

Spend Clarity Enterprise - Operations and Infrastructure (SCE O&I) is a global team providing Infrastructure, reliability, and operational services to support our partners and products. The support team is spread across New Zealand, Canada, England, and the US. The group provides 24-hour support services with the key areas of focus being, Infrastructure, Site Reliability, Database Administration, Application and Data Services Support.

**What an Application Support Analyst does at Visa**

You will need to have strong analytical, problem-solving and communication skills to identify workarounds, data fixes and provide communication updates to our clients and partners.

**Areas of Responsibility include**:

- Incident Lifecycle management
- Perform relevant troubleshooting or replication to aid technical investigations on Complex Customer Incidents
- Escalation Management
- Problem Management
- Root Cause Analysis
- Change Management processes
- Ensure workarounds or data fixes are well planned and executed
- Provide SME post change validation support for new features or platform changes
- Develop/maintain and share knowledge
- Identify, develop and manage continuous improvement projects

**Why this is important to Visa**

As part of the SCE Application Support team, you will be working with teams throughout the organization to ensure product stability for Visa Spend Clarity Enterprise and white label products. The team plays a key role in identifying issues, developing workarounds to problems, and coordinating with teams who create and deploy fixes, all while delicately balancing client needs and expectations. The Application Support team helps form the voice of the client and engages constructively with product and development teams to make sure that the client experience is as positive as possible.

This role will test your skills as a problem solver, will stretch your technical investigation abilities and will ensure that you are always learning something new.
- This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs._
**Qualifications** To be successful in this role you will need**
- Knowledge of web protocols and infrastructure (HTTP, Firewalls, Public Key Infrastructure).
- Experience performing source code debugging.
- Microsoft Technologies including SQL Server, Visual Studio, XML, and XSL.
- Experience with Microsoft programming languages for example C#.
- Strong individual accountability.
- Ability to convey complex ideas to a variety of stakeholders.
- Ability to coordinate multiple individuals from different technical backgrounds towards a common goal.
- Not required but will be a plus:_
- HTML, CSS, web standards, JavaScript, React, Angular.
- Transactional systems e.g. banking, finance, telecommunications, etc.
- Experience with Cloud/SaaS environments.
- Experience with ITIL.
- Experience working with teams across multiple time zones.
- Ideally tertiary qualified with appropriate Microsoft or other certifications.

**Additional Information**
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.

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