Analyst, Technical Solutions

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

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.

Job Description

Job Summary

The Analyst, Client Monitoring & Operations provides 24x7 support through a shift-based model to ensure continuous monitoring and operational support across critical payment processing platforms, services, and client-facing solutions. This role is responsible for proactively identifying potential issues, performing initial technical troubleshooting and root cause analysis, and coordinating with cross-functional stakeholders to mitigate service impacts and drive timely resolution. The analyst serves as an early detection and response point for operational incidents, helping maintain service stability and an exceptional client experience.

The ideal candidate is an articulate and technically curious professional who can quickly assess issues, investigate complex situations, and collaborate effectively across teams. Successful candidates possess strong analytical and troubleshooting skills, a customer-first mindset, a proactive approach to problem-solving, and the ability to operate effectively in a fast-paced environment.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Key Responsibilities

• Provide 24x7 monitoring of transaction processing, platforms, services, portals, and settlement operations.
• Proactively identify, investigate, and communicate potential service disruptions before they impact clients or business operations.
• Perform initial technical troubleshooting, issue triage, and root cause analysis to determine the source and severity of incidents.
• Monitor system health, operational performance, alerts, and key indicators to identify trends, anomalies, and emerging risks.
• Engage with clients and internal stakeholders regarding ongoing incidents, service impacts, and resolution progress.
• Assess incident severity and determine appropriate escalation paths.
• Coordinate with technical, operational, product, and support teams to facilitate rapid issue resolution and service restoration.
• Execute established operational procedures and support processes while meeting defined service levels and performance metrics.
• Document investigations, findings, resolutions, and lessons learned to support continuous improvement efforts.
• Utilize Visa tools, monitoring platforms, and operational dashboards to support daily monitoring and incident management activities.
• Identify opportunities to improve monitoring capabilities, operational processes, and incident response effectiveness.

Qualifications

Basic Qualifications

• 5 or more years of work experience with a Bachelor's Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD).
• Experience in troubleshooting Microsoft Windows 7/10, Mac, Mobile Devices (Android & iOS), Microsoft Office applications suite, Office365, MS Exchange, Outlook, local and LAN printers, Wi-Fi, VPN, Internet Connectivity, Communication tools (Skype, Jabber, etc.).
• Experience in Microsoft Active Directory Users and Groups management.
• Experience in basic network management (TCP/IP, Wireless, DNS, DHCP) including administration of various kinds of network devices.
• Experience using remote support tools (e.g. Remote Desktop, LogMeIn, Team Viewer, Bomgar, etc.).
• Experience in handling and supervising teams (some Team Lead or deputy Team Lead experience a plus).
• Experience in customer service and analytical skills.
• Experience in interacting effectively with customers, vendors, peers, and management via multiple communication channels.
• Experience in problem-solving and decision-making.
• Experience in completing at least two years of college education or equivalent IT/technical training.
• CompTIA A+ or Microsoft Professional Certification a plus.

Preferred Qualifications

• 5 or more years of work experience with a Bachelor's Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD).
• Experience in supporting end users of Corporate IT services and applications.
• Experience in one or more supported domains or technologies (e.g. MS Exchange, System Administration, Business Application Support, MDM, etc.).
• Experience in continual service improvement and problem management activities.
• Experience in knowledge base article maintenance.
• Minimum four years of work experience as IT Service Desk analyst supporting end users of Corporate IT services and apps.

Visa is an EEO Employer Qualified applicants will recei