Team Lead ATM- Visa Operations Command Center (VOCC)

  • Highlands Ranch, CO, USA
  • Full-time

Company Description

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.

Job Description

A Team Lead in the Visa Operations Command Center (VOCC)
should be able to support an ITIL based infrastructure to include incident
resolution and escalation of issues for which there is no immediate workaround.
The Team Lead in the VOCC needs to have a similar discipline, but will also be
expected to drive the team to resolve upwards of 80% of all issues without the
need for any escalation. Ideal candidate must possess demonstrable leadership
qualities combined with technical expertise, and client advocacy to be able to
drive and direct a best in class ITIL focused team of professionals. The Team
Lead will be required to drive Service level expectation against the
performance of the team to ensure that external and internal clients experience
a positive response to inquiries, issues and events. The preferred candidate
will possess all of the following competencies:


  • Manage the day-to-day responsibilities of a team
    of professionals who provide first level support for the ATM platforms,
    associated applications and services

  • Assist the Manager or Director in developing and
    managing short term tactical and strategic support initiatives to meet the
    operational and continuity needs of Visa and our customers

  • Improve work processes, procedures and systems
    while reducing Visa’s exposure to financial loss

  • Build relationships with all supported customers
    and service providers (internal and external) and act as a liaison to identify
    opportunities and challenges and to implement solutions

  • Represent the VOCC ATM team on cross functional
    projects and ensure timely completion of agreed deliverables

  • Ensure that system and service disruptions are
    kept to a minimum and service levels are maintained

  • Demonstrate technical leadership skills in
    day-to-day work; take ownership of critical issues where appropriate, drive
    incidents to resolution in a timely manner as dictated by the impact and
    severity of the problem.

  • Manage team workload to ensure all incidents,
    problems and requests are prioritized, assigned resolved or acted on in a
    timely manner. Also ensure all incidents and problems have a root cause
    identified where possible

  • Review and identify common problem areas that
    require focus and assign tasks accordingly

  • Working with the appropriate groups, administer
    and maintain policies and procedures to ensure a standard approach is adopted
    in the implementation of system changes and also mentor team members on these
    policies and procedures

  • Provide operational and support perspective on
    the adoption of new technologies and the implementation of new software

  • Demonstrate leadership abilities and provide
    task directions to a team of professional individuals.

  • Represent the VOCC team in relevant meetings
    such as process improvement and initiatives meetings

  • Support project schedules and changes

  • Work independently with guidance in only the
    most complex situations.


  • Experience managing a team in a very diverse and
    de-centralized environment

  • Proven record of establishing and implementing
    objectives and tactical plans from overall direction and strategy to execution

  • Ability to interpret and represent technical
    issues into business concepts and solutions to multiple levels

  • Effective professional verbal and written
    communication skills along with solid presentation skills

  • Excellent team player

  • Strong reporting and documentation skills

  • Operational knowledge of Visa’s ATM platform and
    associated services

  • ITIL v3 certification  

  • Minimum of 5 to 7 years of experience

  • Bachelor's degree, or equivalent industry

Additional Information

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.

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