Visa Inc. is looking for a Systems Analyst to work in the CSO U.S. Distributed Systems Production Support Team. The candidate must be a team player, able to work in a fast paced environment and provide support in handling open systems LINUX/UNIX, Windows job processes, ticketing and escalation processes. Strong communication skills are required. Troubleshooting system job processes, escalation and ensuring correct protocols are followed are also required.
The Systems Analyst is responsible for understanding both the technical and business impact within operations and is an integral part of a team that provides 2nd Level support, resolution, escalation of Batch processing on UNIX/LINUX Environments of the Visa’s Core applications, operating system and services.
Clear communication must be conveyed and understood across all operational, engineering teams and management. Responsibilities include allocating shift duties, coordinating and prioritizing tasks among cross functional teams. The Systems Analyst must possess a sense of urgency to identify and handle critical job issues, SLA’s, participate or drive problem bridge calls and appropriately initiate escalation. Finally, as the point person the Systems Analyst must ensure that all Management directives are understood and complied with 100%.
Principal Duties and Responsibilities include:
•Handling UNIX/LINUX Job Abends in a timely manner and escalating as appropriate.
•Ensuring all issues are received and completed within the SLA timescales.
•Tracking job ABENDS for root cause, completing trend analysis in Problem Management and appropriately handling Change Management for a permanent fix.
•Working with application or development teams in recovery of complex technical problems.
•Handling all deliverables and assignments in a timely manner.
•Coordinating a working relationship with Service Desk, Application, Development, Engineering teams and Vendor specialists.
•Communicating to management as the technical point of contact; this includes providing comprehensive summaries identifying business impacts and providing quarterly status feedback of all reporting activities.
•Providing support and representation during management meetings, implementation, problem recovery meetings, technical analysis and review in support of operational enhancements.
•Managing application team implementations with no impact to Service Levels and minimizing outages.
•Ensuring that all applicable ticketing systems and shift reports are accounted and completed on time for daily turnover.
•Mentoring junior staff including job training and escalation protocols.
•Opportunities to develop new processes and WEB based content for departmental use.
•Opportunities to support initiatives for enhancing tool functionality with the Tools Support and Engineering teams.
Key Performance Indicator
•Ability to take the lead for providing operational supervision on workload and shift duties.
•Ability to handle pressure and difficult situations in a manner reflective of a Visa employee
•Perform Incident, Change and Problem Management according to documented guidelines.
•Able to respond and take action with escalation by utilizing knowledge base tools in Incident tickets, websites, and documented process and procedures.
•Ensure all issues are tracked and resolved.
•Extensive technical knowledge of UNIX/LINUX and Windows OS environments.
•Knowledge on C:D, FTP, SFTP, SDSF, Solve (Netmaster), CA-ESP(scheduling package), TSO & TPX, JCL, Sysview, Abinitio, Planet, Tandem, C1 Endeavor, Data Express, Prognosis, Netcool Alerting Tool, some application support, Remedy reporting tool is a plus.
•Experience in batch job processing, analyzing and troubleshooting within processing environments with focus on evaluating improvement opportunities and efficiencies of processes and procedures.
•Experience in working with various technical teams which include application support, development and engineering teams.
•Strong understanding in Incident, Problem and Change management per the ITIL process.
•Strong Leadership and Mentoring Skills
•Excellent Team Player
•Excellent written and verbal communication skills with reporting and documentation.
•Bachelor’s degree in Computer Science, Information Technology or 6+ years education or equivalent experience on the job training in a similar environment
•Shift work, 12 hours shifts, Days or Nights as needed on a rotating basis.
•Required to work OT as requested.
•This is an operational department therefore you will be required to work weekends and over the holiday periods as requested or scheduled.