Job Type
Job Details
Visa Corporate IT (CIT) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience and end user support first. With incessant focus on the three pillars of Innovation, Operational Excellence and User Delight, the End User Support team is poised to provide the best experience for our Visa team members around the world.
The Problem Mgmt. and Incident Commander will be responsible for initiating and managing internal customer engagement and will work to ensure seamless, continuous end user support and service delivery.
Essential Functions:
- Own and execute key incident and problem management processes.
- Coordinate and facilitate problem diagnosis and drive major incidents & issues to resolution.
- Track progress with various teams, coordinate with internal teams and key stakeholders.
- Drive and facilitate Root Cause Analysis and Permanent Corrective Action calls with Problem/Incident owners.
- Emphasize proactive actions and provide excellent communication to relevant teams and stakeholders.
- Focus on implementing preventive, rather than reactive methods. Identify possible problems before they occur.
- Assist in identifying repeat incidents. Lead and participate in audit/ review of major incidents and problems.
- Use various methods to analyze major incident data and metrics. Identify patterns and trends based on historical events and incidents.
- Conduct periodic process maturity assessment. Identify and implement improvements.
- Drive and support process automation efforts. Emphasize ‘automation first’ thinking.
- Set up and maintain Knowledge base database/repository for major incidents/problems.
The position interfaces with cross-functional leadership, up to and including the Vice Presidents, to understand requirements, expectations and to communicate plans, status, etc. The environment is fast paced, requiring quick and effective action to be successful. Execution includes collaboration across groups both within and beyond the End User Support Organization We are looking for someone with a passion for both planning and execution, and who works effectively as a self-starter, individual contributor and team member. The ideal candidate will have a proven track record of working with complex initiatives, be self-motivated and highly organized, and foster positive internal and external relationships.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
Qualifications
Basic Qualifications
- 2+ years of relevant work experience and a Bachelors degree, OR 5+ years of relevant work experience
Preferred Qualifications
- 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
- ITIL certification
- Strong process orientation and demonstrated knowledge of project management techniques, methodologies, and best practices.
- Effective leadership qualities - ability to influence effectively without direct management authority.
- Experience managing conflicts to achieve project goals. Transparency with management and stakeholders.
- Ability to establish and maintain effective and cooperative professional business relationships with all levels of management, employees and outside companies.
- Strong organization skills. Ability to multi-task. Show initiative and work aggressively to meet deadlines.
- Superior written and verbal communication skills. Effective and confident presentation skills.
- Highly proficient in Microsoft Office suite (Word, Outlook, Excel, PowerPoint, and Project).
- Good judgment, strong common sense, and excellent attention to detail.
- Proactive and solution-oriented, solid analytical and problem-solving skills, ability to think strategically.
- Ability to work independently, yet seamlessly integrate activities with other teams when needed.
- Demonstrated flexibility and adaptability to changes in priorities, work demands, roles and responsibilities.
- Experience engaging, negotiating with and managing vendors. Project management.
- Demonstrated understanding of corporate protocol.
Additional Information
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.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 102,300.00 to 144,550.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
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