SW Engineer, Service Desk Analyst
Remote · Brazil
Job Summary
Service Desk Analyst at Visa leading incident response and monitoring for a remote Brazil-based role. Responsibilities include monitoring incidents and alarms in real time, responding to incident tickets with clear updates, following runbooks to troubleshoot, analyzing system logs with Grafana, escalating issues with detailed timelines, and participating in on-call rotations to ensure system availability. Must have strong communication skills, basic SQL queries, experience with ServiceNow/Jira/Zendesk, and familiarity with AWS/Azure/GCP and monitoring tools. Remote position with on-call duties and nights/weekends; English level B2; 1–2 years in service desk/technical support; bachelor's degree or equivalent experience preferred.
Required Qualifications
- Bachelor's degree, OR 3+ years of relevant work experience
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