Job Description

JOB DESCRIPTION:

• Work in the Visa Operations Command Center managing the first level support organization for Visa’s Digital & Developer Platform (DDP) services.
• Oversee day-to-day activities and ensure all OLA’s and Client SLA’s are met.
• Lead the team in troubleshooting and escalating incidents that may have financial or brand impact.
• Provide representation in relevant meetings. Outline requirements for new services and projects, which impact the team.
• Drive service improvements by identifying gaps in process and monitoring that can harm Visa and working with support lanes to close them.
• Build relationships with all supported customers and service providers (internal and external) and act as a liaison to identify opportunities and implement solutions.
• Identify deficiencies in current tools and process and work with support organizations to correct this.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Build a high performing team to ensure an outstanding delivery for Visa’s top clients.
• Follow up on outstanding incidents, schedule and lead service improvement meetings and work with other teams to ensure all task items are completed.
• Track the team’s performance and report against VOCC goals. Work with managers and staff to improve incident handling and response time.  
• Partner with level 2 support groups to ensure that the level 1 team receives training and support.
• Represent the support team on cross-functional projects and ensure the timely completion of agreed deliverables.
• Communicate effectively with upper management, customer support and technical support teams during critical events.
• Ensure all post-incident actions are documented correctly (ITIL Process) and participate in problem reviews and service improvement meetings.
• The ability to manage the team through a crisis where there is financial and/or brand impact to the business.

Qualifications

BASIC QUALIFICATIONS:

·       2 years of work experience with a Bachelor’s Degree or an Advanced Degree

·        ITIL foundations certified

·        Experience supporting distributed systems (Windows and Linux)

·        Experience with alert monitoring tools

·        Working knowledge of production support processes such as incident/change/problem management, call triaging and escalation procedures

·        Strong verbal and written communication skills.

PREFERRED QUALIFICATIONS:

·        3+ years of work experience and a Bachelor’s Degree

·        Strong ability to collaborate

·        Experience managing a VOCC team or similar level one support for technical production operations

·        Experience with Application Programming Interface (API)

·        A calm and technical approach to solving problems surrounding business critical infrastructure.

·        A strong technical background and the ability to bridge the gap between technical staff and upper management during an incident.

·        A strong understanding of the payment and financial industry and transaction traffic workflows.

·        Excellent time management and decision making skills with comfort making decisions that will impact the business and reputation.

·        Experience working in a multinational environment very strongly preferred

·        Experience working effectively with business and IT staff in multiple locations

·        Knowledge of functional business processes surrounding the applications with prior experience in support or implementation

·        Excellent problem identification, analysis and solving skills

·        Demonstrated ability to absorb, analyze, and understand new information, technologies and practices quickly

·        Exceptional communication and customer facing skills, able to interact effectively with diverse groups of global stakeholders, both technical and business users

·        Active listener, customer focused, relationship builder, team player

·        Understanding of Key Controls, PCI Compliance and industry best practices.

·        Strong people skills and the ability to work well within a diverse group.

·        A proven history of managing high performing teams in the financial industry.

Additional Information

WORK HOURS

• 8hr shifts Mon-Fri. Shift starts at 6:00 AM MT/8:00 AM ET
• Available for on-call duties on weekends/holidays when applicable.

TRAVEL REQUIREMENTS

• This position does not require the incumbent to travel.

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, reach with hands and arms, and bend or lift up to 25 pounds.