Systems Application Support - Entry Level

Visa•Highlands Ranch, CO

2d•Onsite

About The Position

We are seeking a dedicated and highly motivated Senior Support Role (Entry Level) team member to support our 24×7 operational environment. The ideal candidate will have a developing understanding of systems, networks, and applications, and will be responsible for monitoring, triaging, and coordinating support activities to ensure optimal service performance. This role is part of a shift-based operations team and plays a key part in maintaining Visa’s high availability standards. Work Schedule Requirements: This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location. Weekend and Holidays will be required. Shift Work: 12-hour shifts (6:00am - 6:30pm) Week 1: Monday, Tuesday, Friday, Saturday and Sunday Week 2: Wednesday and Thursday

Requirements

High school diploma or equivalent
Ability to work in a structured 24×7 shift environment, including nights, weekends, and holidays.
Ability to learn and adapt quickly in a fast-paced operational environment.
Detail-oriented with strong organizational and documentation skills.

Nice To Haves

Relevant experience in IT operations, service desk, or technical support preferred.
ITIL Foundation Certification preferred but not required.
Strong technical, analytical, problem-solving, and communication skills.
Basic knowledge of AI concepts and/or programming languages such as Python, Java, or SQL to support automation and data-driven solutions.

Responsibilities

Technical Proficiency Monitor and maintain systems, applications, and infrastructure components within a production environment.
Use monitoring tools and ticketing systems to detect, track, and respond to alerts or incidents.
Follow documented procedures to troubleshoot issues and escalate when necessary.
Maintain accurate and high-quality documentation for incidents, tasks, and operational workflows.
Analytical Skills Review and interpret logs, alerts, and monitoring data to identify abnormalities or early indicators of potential issues.
Apply logical and structured analysis to determine root causes or next steps.
Maintain strong attention to detail when tracking multiple operational tasks or system behaviors.
Problem-Solving Skills Respond to incidents by diagnosing and resolving issues or coordinating with internal support groups as required.
Prioritize tasks effectively during high-volume or high-pressure periods.
Participate in incident, problem, and change management activities in alignment with operational standards.
Balance multiple issues at once while maintaining accuracy and service levels.
ITIL Knowledge Understand and follow ITIL-aligned processes, including Incident, Problem, and Change Management.
Support the execution of operational tasks in accordance with service quality and SLA requirements.
Partner with cross-functional teams to ensure seamless service delivery across the IT service lifecycle.
Communication Skills Communicate clearly and professionally with team members, internal stakeholders, and partner teams.
Document incidents, changes, and troubleshooting steps in a consistent and detailed manner.
Provide timely updates during active issues and escalate appropriately.
Time Management Resolve or escalate incidents within defined SLAs and operational timelines.
Manage workload effectively during 12‑hour shift cycles and prioritize tasks based on business impact.
Specialization Support Lanes Application Support Lane Support application-specific workflows such as batch jobs, billing cycles, or transaction processing.
Monitor application health and coordinate fixes or enhancements with engineering teams.
Monitoring & Incident Response Lane Lead or assist during major incidents by facilitating bridge calls and driving collaboration.
Correlate alerts across multiple platforms to identify root causes and expedite resolution.
Payments & Transaction Operations Lane Monitor and support financial processing flows, settlement jobs, or batch operations.
Ensure timely completion of mission-critical payment processes.
Automation / Tools Lane Support development or maintenance of scripts, automations, or dashboards to enhance operational efficiency.