Production Support Engineer Analyst, RAIS

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

The Advanced Technical Solutions Analyst is a global third-line support function which provides enhanced level of technical assistance for Incidents and the collection, validation and interpretation of data and statistics. This Advanced Technical Solutions function within the CS organization is a crucial role in ensuring that customer escalations are prioritized and complex issues are handled in a competent and expedient manner. The role liaises regularly with numerous departments internally at all levels including RAIS, Settlement and Reporting, Product Development, Product Management, Operations, and their equivalent entities globally.

What an Advanced Technical Solution Analyst does at Visa:

The Advanced Technical Solutions Analyst is a global third-line support function which provides enhanced level of technical assistance for issues and the collection, validation and interpretation of data and statistics. They will also analyze and consolidate performance data and statistics. They will support the customer implementation and customer support groups in designing integration solutions, troubleshooting issues, and analyzing data to contribute to VISA goals and initiatives. The Advanced Technical Solutions team will be responsible for managing escalations from other work groups within the CS Organization, relating to the Risk and Identity Solution product offerings, as well as maintaining and following processes involving departments outside of the CS Group.

Work streams covered by this role are scheduled, proactive & reactive in nature, making this one of the most varied & flexible roles within the company. The role carries implicit seniority, so while there is no management of staff, the candidate will be required to offer training and coaching to junior engineers and present technical issues to non-technical colleagues at all levels within the organization. This role reports into the Director of Customer Support for Risk and Identity Solutions

In this role, you are expected to:

• Field escalated tickets from Risk & Identity support teams globally.
• Support, debug and troubleshoot existing applications and/or database issues.
• Claim and manage highly technical (API related, Developer centric) escalations from clients and CS teams. Utilize CS documentation, usage of test accounts, and knowledge of the RAIS products to resolve multiple and concurrent issues in a timely manner.
• Participate in customer troubleshooting escalations and work sessions.
• Troubleshoot product related bugs by reproduction, user testing, log and code analysis.
• Produce and maintain reports (mainly SQL/MS Excel) to support data and KPI requirements.
• Collecting, interpreting, identifying patterns, and trends in sets of data to resolve inquiries.
• Analyze large quantities of data to find trends or patterns of potential issues.
• Design and develop tools for automation and process improvement in various software languages.
• Provide notifications and offer technical troubleshooting to clients impacted by system wide issues.
• Develop software user interfaces using internal tools and frameworks.
• Support, maintain and document software Troubleshooting for VRM and VAA.
• Execute and work through Incident Management for priority client inquiries in region.
• Responsible to be a subject matter expert in the following areas including but not limited to:
  • VRM Rules - expected outcomes, configurations, Rule and VRM UI Troubleshooting
  • Visa Consumer Authentication Service (VCAS)
  • Cardinal Consumer Authentication (CCA)
• Processing customer feedback and bug reports.
• Ensure tickets are responded to and in accordance with customer-defined Service Level Agreements (SLAs) – Response, Update, and Resolution SLAs.

This job requires you to interact with a variety of global teams to identify and resolve issues affecting all tiers of clients. These teams Include: Technical Solution, Product, Engineering, Data Scientist, Operations, Sales, and Technical Account Managers (TAMs).

Additional Responsibilities:

• Experience in internal/external custome