L1 Apps Support-1
L1 Apps Support-1
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1 Vacancy
Job Description
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 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 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 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.
Qualifications :
Bachelors 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.
Additional Information :
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.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
