Senior Production Support Engineer

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

Visa U.S.A. Inc., a Visa Inc. company, needs a Senior Production Support Engineer (multiple openings) in Foster City, CA to

• Engage with product, architects, developers, Certification, Project management, Operations & Infrastructure teams from the start of the SDLC phase.
• Become subject matter expert for the assigned product verticals.
• Analyze complex systems from a reliability and resilience perspective.
• Run the production environment by monitoring availability and taking a holistic view of system health.
• Use ELK, Grafana, and Splunk for monitoring application-specific logs, visualizing metrics, creating dashboards, and alerts.
• Understand the end-to-end product topology from infrastructure and application perspective.
• Build/Design automation script for manual process.
• Build/Design test script using ML/Python for API based products.
• Identify sources of instability in large-scale distributed systems and drive operational excellence. Dive deep and understand every issue occurred and own them completely for end-to end closure.
• Perform functional analysis of products by gathering and analyzing metrics from both operating systems and applications to assist in performance tuning and fault finding – integration/operational challenges.
• Perform code bug fixes in production and recommending any architectural improvements during issue/incident analysis.
• Work closely with development and product teams on suggesting new features and enhancements based on live issues.
• Drive down the burden of toil with tooling and automation to achieve operational efficiency and smoother customer experience. Apply AI techniques to improve system reliability and efficiency.
• Lead technical bridges and interact with both technical staff and management during the incident and change management process.
• Participate in on-call support.
• Engage with tech and non-tech partners on regular basis to analyze functional and technical in-depth solutions.
• Understand new changes in production systems and assessing its risk from application perspective for driving reliability and availability.
• Provide guidance and technical expertise to junior team members.
• Collaborate with the team to define SRE practices and identify areas for improvement.
• Position reports to the Foster City, California office and may allow for partial telecommuting.

Qualifications

• Employer will accept a Master’s degree in Computer Science, Engineering or related field and 2 years of experience in the job offered or in a related support engineer or systems analyst occupation.
• Position requires experience in the following skills:
• Network engineering to assist in incident and issue triaging;
• Incident Management and on-call Production support;
• Evaluating/developing Observability Tools to reduce Mean Time to Detect (MTTD);
• Using Grafana and Splunk for monitoring application-specific logs, visualizing metrics, creating dashboards, and alerts;
• Optimizing system components, such as CPU/Memory/Disk/Network & OS/Application software for maximizing the computer resources utilization;
• Docker and Kubernetes, including the design, build and maintenance of k8s environments; and
• GenAI and ML algorithms to automate/integrate different data source and make triage/alert mechanism more efficient.

Additional Information

Worksite: Foster City, CA 

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. 

Travel Requirements: This position does not require travel.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and comp