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
Job Summary
The Analyst, Client Monitoring & Operations provides 24x7 support through a shift-based model to ensure continuous monitoring and operational support across critical payment processing platforms, services, and client-facing solutions.
This role is responsible for proactively identifying potential issues, performing initial technical troubleshooting and root cause analysis, and coordinating with cross-functional stakeholders to mitigate service impacts and drive timely resolution. The analyst serves as an early detection and response point for operational incidents, helping maintain service stability and an exceptional client experience.
The ideal candidate is an articulate and technically curious professional who can quickly assess issues, investigate complex situations, and collaborate effectively across teams. Successful candidates possess strong analytical and troubleshooting skills, a customer-first mindset, a proactive approach to problem-solving, and the ability to operate effectively in a fast-paced environment
Key Responsibilities:
- Provide 24x7 monitoring of transaction processing, platforms, services, portals, and settlement operations.
- Proactively identify, investigate, and communicate potential service disruptions before they impact clients or business operations.
- Perform initial technical troubleshooting, issue triage, and root cause analysis to determine the source and severity of incidents.
- Monitor system health, operational performance, alerts, and key indicators to identify trends, anomalies, and emerging risks.
- Engage with clients and internal stakeholders regarding ongoing incidents, service impacts, and resolution progress.
- Assess incident severity and determine appropriate escalation paths.
- Coordinate with technical, operational, product, and support teams to facilitate rapid issue resolution and service restoration.
- Execute established operational procedures and support processes while meeting defined service levels and performance metrics.
- Document investigations, findings, resolutions, and lessons learned to support continuous improvement efforts.
- Utilize Visa tools, monitoring platforms, and operational dashboards to support daily monitoring and incident management activities.
- Identify opportunities to improve monitoring capabilities, operational processes, and incident response effectiveness.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications:
- 5 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD).
- Experience in troubleshooting Microsoft Windows 7/10, Mac, Mobile Devices (Android & iOS), Microsoft Office applications suite, Office365, MS Exchange, Outlook, local and LAN printers, Wi-Fi, VPN, Internet Connectivity, Communication tools (Skype, Jabber, etc.).
- Experience in Microsoft Active Directory Users and Groups management.
- Experience in basic network management (TCP/IP, Wireless, DNS, DHCP) including administration of various kinds of network devices.
- Experience using remote support tools (e.g. Remote Desktop, LogMeIn, Team Viewer, Bomgar, etc.).
- Experience in handling and supervising teams (some Team Lead or deputy Team Lead experience a plus).
- Experience in customer service and analytical skills.
- Experience in interacting effectively with customers, vendors, peers, and management via multiple communication channels.
- Experience in problem-solving and decision-making.
- Experience in completing at least two years of college education or equivalent IT/technical training.
- CompTIA A+ or Microsoft Professional Certification a plus.
Preferred Qualifications:
- 5 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD).
- Experience in supporting end users of Corporate IT services and applications.
- Experience in one or more supported domains or technologies (e.g. MS Exchange, System Administration, Business Application Support, MDM, etc.).
- Experience in continual service improvement and problem management activities.
- Experience in knowledge base article maintenance.
- Minimum four years of work experience as IT Service Desk analyst supporting end users of Corporate IT services and apps.
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.
