L1 Apps Support-1

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.

We are seeking a Level 1 Application Support Specialist who will be responsible for providing first-level support for various applications and systems. The ideal candidate will monitor, troubleshoot, and resolve issues to ensure smooth and efficient operation of applications. This role involves handling user concerns, performing routine tasks, and escalating issues to the next level of support when necessary.Key Focus Areas

Key Focus Areas: The ideal candidate should be passionate about:

· Application Monitoring and Support: Provide 24/7 monitoring and support for scheduled batch applications and unique jobs for Revenue & Pricing Systems and Engineering, Apps & Analytics systems

· Incident and Request Management: Act as the first-level resolver for incidents, requests, and access concerns from users, ensuring timely resolution. Handle user concerns related to various applications such as TM1 PAX, BankPortals, Anet, etc.

· Billing and Financial Reporting: Process end-to-end Visa Billing activities such as Trial Pricing, On-request Billing, Month-end Billing, and Collections to be completed within the finance-impacting SLA. Generate financial reports for Visa-acquired entities such as Authorize.net, CyberSource, Playspan, etc., on daily, weekly, and monthly schedules. Run scripts to generate Client Incentives reports for the Financial Reporting Team on weekly and monthly schedules.

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· Documentation and Process Improvement: Document processes and maintain trackers for issue history and resolution. Participate in the automation and improvement of Level 1 tasks.

Key Responsibilities:

· Provide 24/7 monitoring and support for scheduled batch applications and unique jobs for Revenue & Pricing Systems and Engineering, Apps & Analytics systems

· Perform analysis and validation of daily alerts, gather details for status reporting, and escalate to the next level if needed

· Execute Start/Stop/Restart of jobs as part of troubleshooting, including end-to-end communication and status reporting to the next level and partner groups

· Act as the first-level resolver for incidents, requests, and access concerns from users, ensuring timely resolution

· Handle user concerns related to various applications such as TM1 PAX, Bank Portals, Anet, etc.

· Process end-to-end Visa Billing activities such as Trial Pricing, On-request Billing, Month-end Billing, and Collections to be completed within the finance-impacting SLA

· Generate financial reports for Visa-acquired entities such as Authorize.net, CyberSource, Playspan, etc., on daily, weekly, and monthly schedules

· Run scripts to generate Client Incentives reports for the Financial Reporting Team on weekly and monthly schedules

· Document processes and maintain trackers for issue history and resolution

· Participate in the automation and improvement of Level 1 tasks

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

• Bachelor's degree in Information Technology, Computer Science, or a related field.

• At least 1-2 years of experience in application support or a similar role.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Ability to work in a fast-paced, 24/7 support environment.

• Familiarity with ITIL processes and best practices is a plus.



Preferred Skills:

• Experience with monitoring tools and ticketing systems.

• Basic knowledge of SQL and scripting languages.

• Understanding of financial systems and billing processes.

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.