Job Description

• Command and Control all Critical and High priority incidents for Visa services
• Build strong collaborative relationships with the various support teams and the ability to guide, direct, coordinate and control priority incident bridges
• End to end ownership of the Major Incident with the aim to minimize the time to restore the services.
• Work with relevant business and technology group/units to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation, and management reporting in full compliance with standards on Incident and Problem Management functions
• Liaise with L2/L3 support groups and/or development groups to collaborate on the resolution of incidents
• Creation of Daily System Status reports ensuring accuracy of data and language appropriate to the audience
• Follow documented standard operating procedures, managing each issue through resolution in support of established service levels
• Ensure incident data is accurately captured and documented in ServiceNow.
• Understanding of service and customer topologies and potential work-around scenarios to mitigate any high profile client impact.
• Modify and create new work instructions or playbooks to prepare for similar impacting events and allow for a quicker response. 
• Constantly review Major Incident work instructions for accuracy and solicit improvements through support groups
• Arrange & perform post incident review follow up meetings with key stakeholders, ensuring actions are captured and progressed. Strive to improve the process
• Ensure accurate logging of incidents, producing incident summary reports/executive summaries, other reports, appropriate for use in post incident review or for formal internal/external customer review
• Ability to communicate effectively throughout the incident management process with executive management, Client Services and other Event managers. Ensure meaningful status updates are delivered in a timely and accurate manner, transform technical detail into business language and meet OLAs.
• Assist with the onboarding of new services into the major incident management process
• Representation and Participation for the Major Incident team during operational meetings
• Ensure governance around documentation and process is followed, updated as required and created where necessary
• Ensure all functions adhere to all policies and procedures to meet the requirements of the Audit, Regulators and Compliance guidelines.
• Ability to prioritize and multitask. Flexibility and adaptability in work approach
• Ability to work unsupervised and make decisions based on the policies and procedures
• Role modelling Visa's leadership principles
• This role may require Weekend On-call support.
• Able to communicate and work cordially in global team with teammate from different culture and in multiple time zones.
• Operations environment requiring shift work, required to work weekends and holidays as requested or scheduled.
• Work closely with cross functional teams team to ensure best-in-class delivery of solutions and support to Visa client.
• Ensure all incidents and changes are in compliance to ITIL and operation policy.

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 5+ years of relevant work experience and a Bachelors degree, OR 8+ years of relevant work experience Preferred Qualifications 6 or more years of work experience with a Bachelors 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 Bachelor's degree in IT, CS or related field Bachelor’s Degree or an Advanced Degree (e.g., Masters, MBA, JD, MD, or PhD), or equivalent industry experience 6 - 10 Years Working Experience in IT Operations and Project Delivery  A keen interest to learn new skills and technology through online resource.  Ability to assess and analyze technical situations and provide viable alternatives.  Ability to effectively perform problem isolation and resolution of critical systems in order to have the least amount of impact and downtime.  Broad knowledge of server and network infrastructure and application support to assess internal and external impact. Must possess an in-depth understanding of ITSM project and process management. Excellent analytical problem-solving skills and the ability to drive multiple teams to achieve results. Experience with high availability, high volume, critical service is essential. Track record of managing the delivery of complex, multi-faceted technology initiatives to comply with regulatory requirements and significantly reduce risk. Solid understanding of IT Service Management methodology practices, and a proven history of deploying those practices to ensure successful execution against technology initiatives. Experience in delivering proven efficiency gains through automation and orchestration. Ability to establish and sustain effective, professional relationships with product and business managers, work closely with business partners to understand business drivers and market requirements. Knowledge of card payment services processing is highly preferred. Candidate must be able to establish and sustain effective operational process and support practices that includes working with team members across multiple geographies. Good working knowledge of program and project management methodologies and the role of technology resources in support of those methodologies. Ability to ensure the proper focus on Service restoration and Impact mitigation is maintained throughout the call and have the fortitude and knowledge to steer the troubleshooting and recovery efforts effectively Ability to take quick decisive action to make additional escalations and/promotion of significant events to the Crisis management team when warranted Proven experience of the Incident Management process, excellent understanding of the ITIL methodology. Excellent leadership and communication skills. Excellent influencing skills and the ability to liaise with multiple stakeholders at all levels, both internally and externally. Proven ability to drive change and constant improvement. Outstanding customer service skills and a dedication to the customer service experience.  Additional Information 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.