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

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. 
Specific Responsibilities include:
•    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.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

 

Basic Qualifications:
•2+ years of relevant work experience and a Bachelors degree, OR 5+ years of
relevant work experience

Preferred Qualifications
•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

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for this position is $110,700 to $171,800 USD per year, which may include potential sales incentive payments (if applicable).  Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.