Infrastructure Support Staff @TQ Automation

Job Summery:

• Resources are required to run shift. 12 hours per shift across 4 shifts. The 4 shifts will run in rotation basis.
• The shift start time is 0GMT and end time is 12 GMT during US daylight time.
• The shift start time is 1GMT and end time is 13 GMT during US standard time.
• The shifts will cover 24X7X365, including weekends and public holidays.
• The resources will be reporting to a TQ Manager/Shift Leader.
• All resources must be able to speak and write fluently in both English and Chinese.

Responsibilities:

• Primary responsibility in monitoring and resolving issues related to all systems, software and other infrastructure.
• First point of contact for all China clients for issues related to infrastructures such as servers, and devices.
• Resolve incident tickets and respond to emails and phone calls from clients.
• Manage incident bridge, ensure prompt mitigation/resolution of impacting issues and proactively apprise stakeholders of the latest issue status.
• Investigate and resolve alerts generated by system monitoring tools through automation or interactive connection to the systems.
• Collaborate with L2 support groups to resolve complex issues.
• Collaborate with CSS to streamline processes and update procedures.
• Chair and actively drive critical/major incident resolution to meet group MTTR objectives.
• Document and communicate critical milestones/progress of ongoing incidents timely and accurately
• Accurately and promptly assess/solicit the impact of a critical/major system outage.
• Correlate critical alerts on monitoring platform with actual system outages.
• Follow documented operations processes and resolution/escalation procedures
• Resolve standard incidents promptly without escalation.
• Constantly follow-up on all open incidents and problem tickets to meet group objectives.
• Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts.
• Work on multiple platforms including ticket queue, mailbox, alert console and phone calls.
• Propose process/procedure improvements to better the department and services provided.
• Offer effective/sound recommendations to address repetitive issues
• Follow process improvement efforts within the department
• Provide routine L2 system administration on multiple server platforms, in the resolution of incidents. Liaisons with L2 support groups in the resolution of incidents for complex, unfamiliar issues.
• Demonstrate analytical abilities in resolving complex problems that may not have fully documented handling procedures, with minimal direction.
• Support project schedules and changes which can include participation in UAT testing, creation of process and procedures, and assist with training specific to team.
• Proactively share resources and information and provide support to team members to achieve work objectives.
• Identify and offer possible solutions to issues that may impede collaboration and teamwork.
• Embrace change and accept ambiguity.
• Develop a working knowledge of Visa Inc.'s global consumers, clients, and third party vendors.