Director Batch Production Support

  • Full-time
  • Job Family Group: Technology and Operations

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

The Director is responsible for understanding both the technical and business impact of operations but ensuring that the shift understands it as well. The Director is responsible for managing the shift from allocation of duties, coordination amongst shift, with application or development teams, prioritization of tasks, to mentoring in ensuring an efficient shift. Awareness of critical jobs, issues and situations including attendance (participate or drive) on Problem Bridge Calls and capability to assess escalation requirement are a must. The Director is responsible for all Management instructions are adhered and complied 100% and serves as Senior Management focal point on respective shifts. In addition to guiding the team goals with Visa Values and initiatives to successfully support the core systems and applications. 

Principal Duties and Responsibilities:

  • Supervises support, resolution, and escalation of batch processing of the Visa’s applications, operating system, and services with high level of expertise and confidence
  • Manages the shift to ensure
    • that the team fixes Open System Abends in a timely manner and escalate as appropriate to meet deliverables
    • that all issues are received and completed within the SLA timescales and escalates accordingly and appropriately based on escalation documents.
    • that all Incidents are tracked for root cause and trend analysis in Problem Management and be dealt with Problem/Change Management for permanent fix.
    • Correct, Timely, and Complete Deliverables: bau tasks, assignments, projects, and other ‘adhoc’ tasks assigned from time to time.
    • good and coordinated working relationship with Service Desk, Application and Development teams, Engineering, and Vendor specialists that processes, procedures, and standards are followed
    • thorough analysis of Incident Work Info and Change Request Task before implementation
    • Provide Senior Director delegate duties when required
      • provide as technical focal point for Senior Management communication
      • provide support and representation during management meetings, implementation and problem recovery meetings
  • Provide comprehensive Executive Summaries and Business Impacts to management
  • Manage all major business and application implementation activities with goal of no impact to Service Levels
  • Regularly reviews day-to-day mentoring to junior staff including job training and coaching
  • Provide immediate escalation from junior colleagues prior to escalation to Senior Management
  • Provides technical analysis and review in support of Operational efficiencies and enhancements
  • Facilitates develops new processes and WEB based content for departmental use
  • Regularly reviews root cause and/or trend analysis for Problem Management for Applications or Development teams for permanent fix.
  • Works with application or development teams in recovery of complex technical problems
  • Supports initiatives to enhance tools functionality working with Tools Support and Engineering groups and ensure participation from colleagues
  • Provides quarterly status feedback of all reporting subordinates to management
  • Ensure that all Incident, Changes, and Problem Tickets received in the shift are all accounted, updated and turned over if not completed within the shift
  • Ensure all teams complete all required Surveys and Trainings. Including accounting for any RTN project support that is captured in the VFM tool.
  • Review teams metrics for success and areas for improvement for incident problem and change within the environment
  • Working Conditions:

     Hours vary but mostly typical business hours with possibility of being oncall for escalation

  • Teams work 12 hours shifts, Days or Nights on a rotating basis.
  • Can work off Business hours to support the business as necessary.
  • This is an operational department therefore you may be required to work weekends and over the holiday periods as requested or scheduled.

Qualifications

Experience

  • Mastery of functional knowledge in assigned area, applied skills and competencies in challenging and complicated situations.
  • Professionally qualified or equivalent, with 12+ years of total experience and responsibility function in a multi-data center environment.
  • Experienced in analyzing processing environments with focus on identifying improvement opportunities and efficiencies to process, procedures, and Visa applications while working closely with 3rd level support groups. 

  • Experience in working with various technical teams which include application support, development and engineering teams.
  • Strong understanding in Incident, Problem and Change management per the ITIL process.
  • Operational knowledge on CA-ESP(scheduling package), BMC Control-M, Netcool Alerting Tool, Service Now Ticketing Tool
  • Specialist in operational support for Hadoop, Windows and UNIX in a multi data-center environment
  • Mastery of functional knowledge for database for DB2, Hadoop storage formats(Apache Spark/Apache Hive)
  • Operational experience with file transfer protocols such as FTP, SFTP, Connect:Direct
  • Experience on one or more programming languages such as shell scripting,
    Perl, Java, JavaScript, PHP.
  • Understanding in Incident, Problem and Change management per the ITIL process.
  • Function effectively in a fast-paced environment with multiple priorities
  • Ability to work independently and to also work effectively to lead the team
  • Strong analytical and diagnostic skills; e.g., root cause analysis
  • Experience working directly with customer support to solve technical problems
  • Must have a strong commitment to execution, follow through and timely communication
  • Excellent writing and interpersonal skills with the ability to communicate effectively with both technical and non-technical customers
  • Exceptional organization skills. High level of attention to detail
  •  
  • Others:
  • Excellent Team Player and good listener

  • Strong reporting and documentation skills.

  • Excellent written and verbal communication skills.
  • Leads by example
  • Someone who builds excellence within themselves and their teams
  • Education:

  •  Degree is preferred or similar technical/Manager responsibility experience on the job from reference.

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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