Associate Systems Analyst - Major Incident Management

About Visa

Visa is a global leader in payment technologies, enabling secure transactions among consumers, merchants, financial institutions, and governments across over 200 countries and territories. Committed to improving how people pay and get paid worldwide, Visa offers opportunities to create significant impact and develop professional skills.

Role Overview

This Associate Systems Analyst role focuses on managing major incidents to reduce their impact on business operations. Situated onsite in Singapore, the position involves coordinating resolution efforts swiftly, facilitating clear communication, and driving process enhancements within a global team environment.

Key Responsibilities

• Craft and disseminate accurate and timely communications internally and externally adhering to defined procedures.
• Collaborate effectively with multicultural teams distributed across different time zones.
• Follow established incident management processes while proposing improvements when necessary.
• Develop deep understanding of application service workflows, product offerings, and support team roles.
• Lead management of critical incidents aiming to minimize business interruptions.
• Engage in ongoing technical training to advance skillsets.
• Work flexible shifts including weekends and holidays as required in operational environments.
• Coordinate proactively with global support groups, clients, and vendors to resolve system issues promptly.
• Facilitate and oversee major incident resolution involving multiple stakeholder teams.
• Maintain and update all incident tickets within the incident management system until closure.
• Prepare incident reports ensuring compliance with ITIL standards and organizational policies.

Qualifications

• Minimum of a bachelor's degree or at least 3 years of relevant work experience.
• Preferred background includes associate's degree in IT, Computer Science or related fields with 2+ years in IT support, incident management or service roles; or a bachelor's degree in related areas.
• Basic knowledge of server administration commands and file system navigation on Windows and Linux platforms.
• Understanding of network troubleshooting, database fundamentals, and cloud computing concepts.
• Motivated learner eager to acquire new technical skills through online materials.
• Experience generating daily, weekly, and monthly incident management reports.
• Familiarity with generative AI tools such as Microsoft Co-pilot and automation APIs like Claude code is advantageous.
• Experience with client services or product success teams assessing client environment stability is beneficial.
• Strong self-motivation with an ability to swiftly acquire new knowledge.
• Knowledge of ITIL framework and best practices in incident management.
• Continuous awareness of industry trends and improvement opportunities.
• Preference given to candidates knowledgeable about card payment processing systems.
• Ability to prioritize tasks effectively and manage multiple responsibilities with flexibility.
• Excellent analytical and problem-solving capacity to lead cross-functional teams towards results.
• Capacity to operate independently with minimal supervision, showing sound judgment.
• Result-driven mindset focused on improving efficiency and productivity.
• Outstanding communication skills combined with dedication to enhancing customer service experience.

Additional Information

This is a full-time onsite role requiring daily attendance at the assigned Visa office in Singapore. Operations involve shift work, including weekends and public holidays where scheduled. Visa is an equal opportunity employer committed to inclusive hiring practices irrespective of race, religion, gender, disability, veteran status, or other protected characteristics. Employment considerations include applicants with criminal histories in line with legal guidelines.