24/7 IT Monitoring & Incident Analyst

Visa; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Visa is seeking an Analyst, Client Monitoring & Operations to provide 24x7 support across payment processing platforms, with a shift-based model. You will identify issues, perform initial troubleshooting, and coordinate with cross-functional teams to mitigate impacts and ensure timely resolution.

The ideal candidate has strong analytical and troubleshooting skills, a customer-first mindset, and the ability to work in a fast-paced environment.

Qualifications

• Bachelor's degree or higher in a relevant field.
• Experience troubleshooting Windows, Mac, mobile devices, and Office 365.
• Experience with Active Directory and basic network concepts.
• Proficient with remote support tools and incident handling.
• Experience leading or supervising teams is a plus.
• Strong customer service and analytical skills.
• Excellent communication across multiple channels.
• Ability to solve problems and make decisions.
• At least two years of college education or equivalent IT training.
• CompTIA A+ or Microsoft certification is a plus.

Responsibilities

• Provide 24x7 monitoring and incident management.
• Identify, triage, and communicate service disruptions early.
• Troubleshoot across devices, platforms, and tools.
• Collaborate with cross-functional teams for resolution.
• Engage with clients and stakeholders on incident status.
• Escalate as needed based on severity and SLAs.
• Document investigations, findings, and resolutions.
• Support continuous improvement of monitoring and processes.
• Utilize Visa monitoring dashboards and tools for daily ops.

Skills

Analytical skills

Customer service

Communication

Problem-solving

Teamwork / collaboration

Education

Bachelor's degree or higher

Tools

Windows 7/10

Mac OS

Office 365 / MS Office

MS Exchange / Outlook

Remote support tools

Job description

Visa is seeking an Analyst, Client Monitoring & Operations to provide 24x7 support across payment processing platforms, with a shift-based model. You will identify issues, perform initial troubleshooting, and coordinate with cross-functional teams to mitigate impacts and ensure timely resolution.

The ideal candidate has strong analytical and troubleshooting skills, a customer-first mindset, and the ability to work in a fast-paced environment.