SW Engineer, Service Desk Analyst

About the role

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

We are seeking a proactive and detail-oriented Service Desk Analyst to join our team. This role will be the first level of response for service-related alarms and incidents, whether they originate from client reports or internal monitoring systems. The position requires excellent communication skills, technical troubleshooting abilities, and a commitment to ensuring quick and effective resolution of issues. This role includes participation in an on-call rotation to provide 24/7 support coverage.

This role works closely with platform engineering, operations, and customer success teams, serving as the first point of contact for service-related incidents and alarms.

What You'll Do

• Monitor and act upon incidents and alarms from our platform in real time.
• Respond to incident tickets with clear and professional communication.
• Follow service runbooks to troubleshoot problems efficiently.
• Analyze system logs and perform queries using Grafana and other monitoring tools.
• Escalate issues to the appropriate teams when needed, providing detailed incident reports.
• Work proactively to identify and address potential issues before they escalate.
• Maintain agility and responsiveness in incident handling to minimize downtime.
• Participate in scheduled on-call rotations to ensure continuous system availability.

This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice. #LI-Remote

Qualifications

Basic Qualifications

• Bachelor's degree, OR 3+ years of relevant work experience
• Experience: 1–2 years in Service Desk/Help Desk handling incidents and alarms.

Preferred Qualifications

• Communication: English level B2 (Intermediate-to-Advanced) — can join calls, write clear ticket updates, and follow runbooks/alerts.
• Be based in Brazil
• Proven experience in a Service Desk, Technical Support, or Incident Response role.
• Experience with Ticketing & Process: Hands-on with ServiceNow/Jira/Zendesk, understands priorities/severity, SLAs, and escalation, can reclassify non-incidents using a checklist.
• Experience with SQL to relational databases: Can write and run basic SQL (SELECT, WHERE, JOIN, ORDER BY, LIMIT) to query incident-related data and verify impact.
• Experience on building documentation: Produces concise client updates and post‑incident notes with timelines and remediation steps.
• Availability for On-call Rotation: Willing to work shifts and on‑call rotation (nights/weekends/holidays) with reliable MTTA.
• Collaboration & comms: Works well in a war room, follows the Incident Commander, communicates status clearly, and documents actions.
• Ability to work under pressure and manage multiple incidents simultaneously.
• Knowledge of Monitoring & Logs: Able to read system logs and run basic Grafana queries/dashboards (or similar tools) to validate incidents.
• Knowledge of Security & compliance: Adheres to access, change, and incident policies, protects sensitive data.
• Knowledge of Cloud basics: Familiar with core concepts in AWS/Azure/GCP (regions/AZs, instances, load balancers, security groups/IAM, storage, basic monitoring).
• Competence in following predefined runbooks and troubleshooting procedures.
• Strong communication skills (both written and verbal).
• Willingness to work flexible hours, including nights and weekends, as part of on-call duties.
• Scripting/CLI: Comfortable with command line tools (curl, tail, grep) and simple scripts or queries (optional).
• Experience with ITIL-based incident management processes.
• Basic scripting or automation skills for incident resolution.
• Familiarity with monitoring tools such as Grafana.
• Ability to read and interpret system logs.

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.

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