Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

The Incident Manager is responsible for driving major incidents across multiple digital programs, engaging various teams, both internal and external, to quickly restore services.  This position is responsible for identifying incident, engagement, communication process, escalations, monitoring tools, metrics and scorecard creation.  This position requires a strong incident management experience, someone that is a self-starter, can quickly assess incident priority, engage resources and drive resolution.  Puts emphasis on communication, ability to clearly elaborate on an incident's impact, resolution, next steps, etc.., can work through these challenges, escalating when necessary, and only after exhausting options with internal/external stakeholders. 
 
Collaborating across global business and technology organizations, providing sound analysis and change leadership.  Building and maintaining strong internal customer relationships is essential as this position will work with Business Partners, internal staff and system integrators on a daily basis to ensure quality assurance is performed in alignment with global initiatives and requirements across the enterprise.
 

• Develops procedures for incident triage and management, metric and measure creation, management, dashboards, administration of monitoring tools, and communication process
• Ensures that technical issues are responded to and that normal service operations are restored as quickly as possible
• Ensures timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management
• Identifies persistent or recurring problems and recommends creative solutions
• Maintains escalation and contact lists for mission critical assets
• Monitors applications for most efficient operation, identifying fault conditions as well as opportunities for further optimization
• Recommends opportunities for process improvement
• Reviews and revises incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues
• Reviews core operational performance metrics for Digital and Mobile Products environment
• Strong Focus on customer and communications
• Ensure incidents are escalated and facilitated to enable efficient and timely service restorations
• Communicate with all levels of management regarding Priority 0 and Priority 1 incidents
• Ensure strong, clear and effective communication across all release stakeholders
• Perform initial Priority assessments and mediate Priority assessment disputes
• Facilitate the restoration of service
• Facilitate discussions and identify resulting action items
• Ensure the correct technical staff is working on an incident
• Escalate issues during the issue resolution
• Understands and works well within global team, ensures proper handoff of incidents and details
• Facilitate and support lessons learned reviews
• Drives Root Cause Analysis with technology partners, post incident resolution and facilitates RCA reviews
• Assist with enhancements of incident process documentation & incident reports
• Assist in measuring and improving, information and experience within incident management
• Ensure standards, tools and best practices are implemented
• Educate community about Incident Management services
• Completes ad-hoc and ongoing projects on an as-needed basis

• 8-10 years of experience with at least 3-5 years related to incident management, program management
• Bachelors or equivalent degree in the field of Computer Engineering, Information Systems etc.
• Experience in Agile methodology
• Knowledge of Release management desired
• Experience in Java, SQL, mobile tools is a plus
• Incident Management Certification preferred, ITIL or equivalent
• Self-driven and effective in communication
• Good Inter and Intrapersonal skills
• Experience in working with Global teams and clients

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.

All your information will be kept confidential according to EEO guidelines.