Sr. Software Engineer - Production Support (Hybrid/ Onsite)

Visa•Austin, TX

13d•Hybrid

About The Position

Commercial and Money Movement Solutions (CMS) division's charter is to capture new sources of money movement through card and non-card flows, including Visa Business Solutions, Government Solutions and Visa Direct which presents an enormous growth opportunity. Our team brings payment solutions and associated services to clients around the globe. Our global clients and partners deploy our solutions to serve the needs of Small Businesses, Middle Market Clients, Large Corporate Clients, Multi Nationals and Governments. The CMS - Visa Direct SRE group is looking for a Sr. System Reliability Engineer who is passionate about System Reliability Engineering and 3rd level Application Support for multiple fast-growing Products. This individual will be responsible for issue investigation, services monitoring and reporting, Production validations and leading root cause analysis and problem resolution with multiple teams. Determining any impacts due to internal or external incidents and the associated service and function availability.

Requirements

2+ years of relevant work experience and a Bachelors degree, OR 5+ years of relevant work experience

Nice To Haves

3 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)
2 - 3 years of experience with JAVA, J2EE applications
2 – 3 years of experience managing applications running on different middleware stack (Java TcServer, Jboss, Containers, Docker EE, Kubernetes)
Understanding of the Incident, Problem and Change management processes.
Understanding Agile Scrum processes and concepts.
Prior experience with automating support activities that enable efficiency and productivity
Understanding of SOA principles and Web Services technologies: REST & SOAP
Working knowledge of Oracle or other relational databases
Comfortable with working in both Windows and Linux environments
Experience with scripting languages such as PowerShell, Shell/Bash, JavaScript, Python, Ruby
Experience with branching strategies within GIT related context.
Experience with continuous integration and continuous delivery (CI/CD) tools (Jenkins) and automation
Experience with using Splunk for Monitoring and Issue triage
Experience with using Prometheus/Grafana
Ability to adapt to shift work (off hours/weekend work)
Analytical and diagnostic skills, e.g., root cause analysis
Must have a strong commitment to execution, follow through and timely communication
Excellent writing and interpersonal skills with the ability to communicate effectively with both technical and non-technical customers

Responsibilities

Provide level 3 application support for mission-critical applications including Investigate issues, problems, detect and investigate defects.
Determine and provide root cause analysis based on application behavior and log data.
Utilize basic scripting skills to generate log output based on support requests and issues
Work with multiple teams to determine the mitigation and resolution solutions for issues and problems.
The ability to perform follow-up items in areas for continuous improvement
Support CMS systems globally including Applications, Infrastructure and Connectivity with dependent systems and services
Support applications hosted in Linux/Docker/Kubernetes environment
Gauge the scope and criticality of the impact of issues to properly categorize and prioritize.
Identify and raise concerns with upcoming changes to management and senior support leads
Identify gaps in existing processes and procedures which may include developing automation through DevOps tools and processes.
Create and update operating procedure and training documentation as needed
Work with some supervision and assist teams in day to day activities
Perform identified proactive activities designed to promote a trouble-free production environment.
Work cross organizationally to ensure problems are solved promptly and effectively. This includes escalating to the appropriate senior team members and next level management in a timely manner.
Analyze Incidents to identify problems and assist in determining areas for improvement. Execute plans to implement appropriate changes
Review processes and procedures for use by the Visa stakeholder teams and third parties involving New Flows applications
Provide recommendations to management team to increase effectiveness of organization and technology solutions
Strong interpersonal, facilitation, and leadership skills along with effective communication (both written and verbal) skills
Willing to work as a team and take responsibilities where needed
Ability to convey New Flows Operations concepts and issues.