Associate Network Analyst

As a member of the Global Network Operations Centre (GNOC) team, the Associate Network Analyst is the in‑shift detection, notification, and escalation point for network issues. They have the primary responsibility for managing and responding to Network, Hardware and external client and circuit events which may result in impaired connectivity to our clients and internal business. The position requires an in‑depth understanding of how logical and physical connectivity issues can affect transaction quality.

• Understanding of customer topology and potential work‑around scenarios to mitigate client impact.
• Modify and create work instructions or recipes to prepare for similar impacting events and allow for a quicker response. Constantly review work instructions for accuracy and solicit improvements through second‑level support groups.
• Ability to communicate effectively throughout the incident management process to ensure that all communications are timely and accurate, as per documented process.
• Follow documented support procedures, managing each issue through resolution or turnover in order to maintain established service levels.
• Track update and resolve all assigned incidents, changes and problem reports in the incident management system, ensuring that documentation is thorough, accurate, and meets a standard of high quality.
• Properly escalated incidents in a timely manner per support guidelines and procedures.
• Proactively monitor, recognize, analyze, isolate and/or resolve documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques.
• Liaise with L2 support groups and/or development groups to collaborate on the resolution of incidents.
• Support project schedules and changes.
• Maintain and achieve new technical skills through participation in ongoing training.
• Responsible for the internal and external communication of issues to management, other internal support groups, and the customers via pages, email broadcasts or phone.
• Should have a strong understanding of transaction message flow and the different types of exceptions that can be encountered resulting in cardholder impact.
• Incident bridge stewardship in support of timely resolution of internal issues.

This is an on‑site position. An on‑site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.

• Bachelor’s degree, OR 3+ years of relevant work experience.

• 2 or more years of work experience.
• Minimum of 6 months of work experience or a Bachelor’s Degree.
• Basic knowledge of TCP, switching and routing, data‑centre, WAN, tunnelling, Ethernet carrier transports and Wifi.
• Basic load balancer knowledge.
• Knowledge of Solarwinds, Net Cool or similar fault monitoring toolsets.
• Knowledge of Service Now or other incident and change management tools.
• Previous experience as an Operations Support Analyst, or equivalent Network experience.
• Ability to work 12hr rotating shifts.
• Excellent verbal/written communication, organisational skills, ability to prioritise a constantly changing workload. Interpersonal skills and ability to excel as part of a team.
• Uses sound judgement in determining priorities and enlisting support of other internal groups to prevent any compromise to Visa business or client service level agreements. Proper escalation to support groups based on criticality and exposure.
• MS Office suite proficiency.
• Preferred:
  Bachelor’s degree or equivalent experience.
• Preferred: ITIL certification.
• Preferred:
  Cisco Certified Network Associate (CCNA) or studying in progress towards a CCNA or equivalent qualification.
• Desirable:
  Any experience of network automation especially toolsets such as Python or Ansible.

Vary upon the needs of the department.

This position requires travel 5–10% of the time.

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…