Company Description
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Job Description
What anAdvanced TechnicalSolutionLead/Directordoes at Visa
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The Advanced Technical Solutions Lead 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. This position will be responsible for the day-to-day operations of the Advanced Technical Solution teams in region to ensure all clients are provided with best-in-class technical service and support. 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.
In this role, you are expected to
Direct the daily operations of the ATS tasks in region
Field escalated tickets from Risk & Identity Support teams globally
Hire, train, and grow team members on the Risk and Identity Solution product offerings
Identify and implement strategies to improve quality of service, productivity, and Customer communication
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
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.
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
Visa Protect Account to Account
VRM Rules – expected outcomes, configurations, Rule and VRM UI Troubleshooting
Visa Consumer Authentication Service (VCAS)
Cardinal Consumer Authentication (CCA)
Participate in new product pilots to help ensure smooth transition to CS teams
Manage Risk and Identity L3 knowledge base, for internal and external customer support documentation and troubleshooting guides.
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 customer communication
Work with software engineering on issues that cannot be resolved to identify a root cause problem
Off hours on-call availability when required
Qualifications
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.
