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This role within Visa is responsible for contributing to the overall integrity and availability of the various Debit Processing applications for Clearing & Settlement, Prepaid and Authorization Services. This is an individual contributor role responsible for managing unique and complex problems for the IT organization that have varying degrees of impact on the business. A successful candidate will use their curiosity to ask the tough questions and dive deep into issues to ensure proper root cause(s) have been identified. They also will use their tenacity to continue driving issues to completion while utilizing empathy and judgement to understand our customers' needs. Responsibilities: · Ensure root cause analysis is performed and permanent solutions are implemented. · Perform proactive activities designed to promote a trouble-free production environment. · Develop Dashboards and Reports for key metric reporting. · Work cross organizationally to ensure problems are solved promptly and effectively. This includes escalating to the appropriate next level management in a timely manner. · Analyze repeat Incidents for areas of improvement and develop a plan to implement appropriate changes. · Facilitate the discovery and resolution of problematic, cross-functional process gaps. · Ask Now Template management. This includes being able to make basic changes to existing templates and up to developing brand new templates, including creating requirements and validation. Act as a liaison between Client Services, Operations and DPS Development teams with the Ask Now Development team. Responsible for ensuring template standards are followed, regular reviews with users and general oversight of DPS Incident Templates. · Collaborate with Client Services to review Tier One customer incidents focusing on repeat issues or single events that have not been resolved in a timely manner. · Serve as the point person by managing large production issues or initiatives. This includes, but not limited to: organizing meetings, ensuring resources complete tasks as needed, communicating to appropriate Visa departments, ensuring processes are created/updated accordingly, make sure any follow up items are completed, etc. · Act as a mentor to junior staff members. · Cultivate, support and promote an organizational culture that provides for high performance, high morale, integrity and teamwork. · Work with the client management teams to ensure incidents/problems follow ITIL standards. WORK ARRANGEMENT: This is a hybrid position. Hybrid employees can alternate time between both home and office. Employees in hybrid roles are expected to work from the office three days a week, Monday (Sunday in some countries where Sunday is the start of the week) and Wednesdays. Wednesdays are designated as in-office collaboration days. The third day in the office will be decided based on team needs and determined in partnership with senior leadership. Basic Qualifications: 5 or more years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD Preferred Qualifications: 6 or more years of work experience with a Bachelor’s Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD College degree in Computer Science or Information Technology Management or equivalent work experience in Problem Management and/or Incident Management. 5-8 years of experience in either the Problem Management or Incident Management disciplines. (Required) 5-8 years of experience using ITIL supported ticketing system – (BMC Remedy, Service Now, HPSM are Preferred) Certified as a “Practitioner of Human-Centered Design” is preferred. Collaborative, team-oriented style Leadership and strong mentoring skills Strong analytical and problem-solving skills Ability to work independently exhibiting strong multitasking and time management skills Strong communication (oral & written) skills including the ability to translate technical issues/concepts into ways for non-technical staff to understand. Ability to motivate numerous levels of employees (management included) to get the issues resolved. COLORADO APPLICANTS ONLY: This position has a minimum base salary of $96,800 and a midpoint base salary of $125,800. The base pay may vary depending on job-related knowledge, skills, and experience. In addition, this position is eligible for annual bonus and equity. Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law. Work Hours: Varies upon the needs of the department. Travel Requirements: This position requires travel 5-10% of the time. Mental/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. 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. Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
Vacancy expired!