As a member of Network Operations L1 Support team, the Network Operations Lead has the primary responsibility for monitoring the Corporate Visa Networks and providing first level response to assist in the mitigation or elimination of issues affecting network connectivity and impacting our clients or the Visa brand. The preferred candidate will need to possess strong technical and analytical abilities, to effectively monitor and support network connectivity on critical systems, resolve a high number of reported issues without need for escalation or assistance. Should possess the ability to multi-task in a fast-paced environment and often act as the first point of contact with Visa customers.
Essential Functions
Track, update and resolve all assigned incidents, changes, and problem tickets via the Ask Now management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.
Proactively monitor, recognize, analyze, isolate and resolve documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques.
Properly escalate incidents in a timely manner per support guidelines and procedures.
Liaise with L2 support groups and development groups to collaborate on the resolution of incidents and problems.
Follow documented support procedures, managing each issue through resolution or turnover to maintain established service levels.
Act as the support advocacy for Visa clients, who are comprised of consumers, businesses, financial institutions, internal groups, and governments worldwide.
Gather pertinent information and work with our clients to isolate and resolve most events without need for assistance.
Develop, edit, and distribute effective internal and external communications in a timely and accurate manner, per documented processes.
Maintain technical skills through participation in ongoing and consistent training.
Support project schedules and change management.
Responsible for internal and external communication of issues to management and other internal support groups.
Internal and External Bridge Stewardship in support of the timely resolution of internal and client facing issues.
Provide technical training for Network Support staff.
Create Network specific knowledge base articles.
Network troubleshooting playbooks
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.
