Visa’s Technology Organization is a community of problem solvers and innovators reshaping the future of commerce. We operate the world’s most sophisticated processing networks capable of handling more than 65k secure transactions a second across 80M merchants, 15k Financial Institutions, and billions of everyday people. While working with us you’ll get to work on complex distributed systems and solve massive scale problems centered on new payment flows, business and data solutions, cyber security, and B2C platforms.   

Technical Support & Project Delivery

• Provide technical advice and operational support to Visa’s client institutions and processors to ensure customer expectations are exceeded.
• Deliver project management, technical advice, and support for client institutions and processors, ensuring best-in-class solutions and support.
• Work closely with related Support, Engineering and Project teams to deliver optimal solutions to Visa clients.
• Proactively collaborate with Global Support groups, clients, and vendors to resolve system problems quickly and provide flexible solutions.

Automation & GenAI Delivery

• Demonstrates proficiency in utilizing GenAI tools to enhance and optimize current workflows.
• Capable of generating innovative ideas and initiating automation projects leveraging GenAI technology, as well as collaborating effectively with GenAI teams to improve processes through automation.
• Able to develop and implement AIOPS applications and processes using Visa-provided GenAI tools in partnership with specialized GenAI teams.
• Possesses a strong understanding of GenAI agents and applications, enabling the optimization of performance, efficiency, and accuracy across existing tools and processes.
• Highly skilled in Python, software development, and the practical application of AI models. Proficient in leveraging LLM-based AI agent frameworks and collaborating with GenAI teams to create, enhance, and improve automated processes.

Documentation & Reporting

• Maintain detailed documentation and reporting of issues, changes, project plans, project status, and issue logs.
• Timely and accurate updating and maintenance of Global Inventory records and Project Tracking System records, share-point, wikis.
• Provide regular reporting to management, identifying opportunities for improvement, automation, and innovation especially using GenAI, ML/DL, LLM.
• Help create and maintain documentation for existing and new processes and procedures for BAU (Business-As-Usual) implementation.
• Document learning and feedback to EASSUP for process updates.

Implementation & Server Management

• Create, maintain and test implementation python, shell, Perl Linux scripts and procedures for vendor field engineers and support teams for installation and activation.
• Perform remote system installation with on-site vendor engineer support, including configuration, and hardening of Visa Endpoint servers.
• Ensure all server deployments follow Visa security guidelines and report any non-compliance.
• Ensure servers going into production are locked down, hardened, and meet operational acceptance criteria.
• Act as Hardware Replacement Coordinator to ensure accurate and timely updates of hardware inventory and quick hardware replacement.

Incident, Change, and Compliance Management

• Ensure all incidents and changes comply with ITIL, operational policy, and ServiceNow rules.
• Act as Change and ServiceNow Coordinator, managing requests and coordinating work between various internal groups.
• Coordinate support-related changes and complex operational issues, including resolution of client escalations.

Escalation & Risk Management

• Timely escalation of critical situations and project risks that can impact project delivery to managers and 3rd Level support teams.
• Work with Development, Engineering and 3rd Level Support to resolve issues and provide feedback or concerns for future improvements.

Teamwork, Leadership & Communication

• Communicate and work cordially in a global team with teammates from different cultures and time zones.
• Demonstrate all Visa Leadership Principles to lead, inspire, engage, and deliver as One Team at One Visa.
• Provide guidance for junior engineers on technical knowledge and processes.
• Act as Technical and Process SME (Subject Matter Expert) for the support team.
• Proactively work with GeoSupport Management to implement improvements and advance team technical knowledge.

Operational Excellence

• Monitor day-to-day transaction processing and servicing using dashboards and creating dashboards where needed using splunk, click house.
• Identify and implement appropriate solutions for operational challenges.
• Support GEO Support Management for reporting and audit management.
• Reporting to upper management regarding issues and miscellaneous queries when required.

Cross-Team Collaboration & Troubleshooting

• Able to work, communicate, and provide solutions from a systems perspective when engaging with other teams, especially network and application teams, for troubleshooting and diagnosis of issues.

Work Environment

• This role in Operations may require shift work, must be prepared for work, meeting and extend in late evenings, weekends, and holidays as requested or scheduled.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications:

• 8+ years of relevant work experience with a Bachelor’s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD, OR 11+ years of relevant work experience.

Preferred Qualifications:

• Working experience in IT operations and project delivery.
• Keen interest in learning new skills and technology through online resources.
• Ability to assess and analyze technical situations and provide viable alternatives.
• Effective problem isolation and resolution of critical systems to minimize impact and downtime.
• Basic understanding of shell scripting, programming, or scripting languages preferred, advanced shell scripting knowledge required.
• Must be a self-starter and able to pick up new skills and knowledge.
• Result-oriented and constantly seeking ways to improve efficiency and productivity.
• Advanced knowledge of encryption security technology such as TLS and IPSEC.
• Good understanding of XML, JSON, and XSLT, very good knowledge of file transfer protocols.
• HTML, Java programming, and JavaScript are added advantages.
• Intermediate to advanced Python knowledge.
• ITIL Foundation Certified, ITIL Practitioner Certification in Operations preferred.
• Meticulous and experienced in supporting critical systems.
• Must exercise independent judgment under minimal supervision.
• Understanding of message switching applications, System Admin (RHCSA/CE) preferred.
• Familiarity with industry-standard tools and technology related to IT operations (Linux/App).
• Outstanding customer service skills and dedication to customer service experience.
• Project coordination experience.
• Very good knowledge and experience in HP x86 and Dell x86 server class.

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.