The Cybersecurity Operations Associate Analyst is primarily responsible to monitor, analyze, and resolve onprem and cloud network security devices, security tools, and systems issues. This position will manage technical support requests directly from users as well as prioritize escalations from other team members and field engineers. Our engineers are responsible for maintaining application uptime and improving their computing experiences through effective maintenance, problem identification and resolution activities.The position requires an in-depth understanding of how logical and physical connectivity issues can affect network and systems security posture and transaction quality.Essential Functions:· Monitor, analyze, and resolve network/cloud security devices, systems, and tools incidents· Troubleshoot issues stemming from configurations on platforms such as firewalls including web application firewalls, proxies, distributed denial of service systems, data labeling and loss systems, and host-based security controls· Follow both work instruction playbooks and runbook automations activities. Provide feedback to modify and suggest changes to work instructions for similar impacting events· Understand and work within established Service Level Agreements (SLA) to ensure timely response· Support and promote Visa’s Cybersecurity operation standards and excellence· Continuous improvement of core functions expected from Cybersecurity Operations Center· Track, update, and resolve all assigned incidents, changes, and problem reports in the incident management system, ensuring that documentation is thorough, accurate, and meets a standard of high quality· Follow documented support procedures, managing each issue through resolution or turnover to maintain established service levels· Solicit feedback of documented procedures to accurately record resolution and ensure client satisfaction· Measure and review work instructions for accuracy of execution and to drive toward objective response and restoration time frames. Review and solicit improvements through second level support groups and peers· Maintain and achieve new technical skills through in-house or external trainings by engineering or higher-level support teams· Modify and create work instructions or Recipes to prepare for similar impacting events and allow for a quicker response. Constantly review work instructions for accuracy and ask for improvements through second level support groups· Lead, support, or contribute based on various incident bridges stewardship in support of timely resolution of internal issues· Proactively monitor, recognize, analyze, isolate and/or resolve documented hardware and software problems utilizing a variety of hardware and software testing techniques· Articulate problem statements with clarity. Consult with L2 support groups or development teams to drive toward long-term restoration and resolution of incidents· Responsible for the internal and external communication of issues to management, other internal support groups, customer pages, email broadcasts, or verified phone calls This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.