IT Applications Support Manager

  • Pasay, Philippines
  • 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

Responsibilities:

  • Ensure incidents and requests are responded to in a timely manner and within service level targets

  • Ensure L1 application support team complies with support processes for job monitoring, communication, ticketing system update etc.

  • Guide the team to support change management process, production deployments working with L2/L3 teams

  • Conduct ongoing sessions with L2 team to ensure new services and changes are supported from day 1 after install

  • Work collaboratively with upstream systems support team to ensure billing jobs run successfully on time and any errors are resolved.

  • Ensure month end processing and critical billing jobs run successfully as per schedule and as per the established processes and issues are resolved in a timely manner to uphold SLA's.

  • Analyze regular performance reports and take actions to ensure desired behaviors from team members

  • Monitor the quality of live and non-live contacts for each team member

  • Handle escalations from dissatisfied customers  

  • Conduct coaching sessions with each team member to discuss contact quality reviews and individual performance scorecard

  • Prepare and conduct monthly and yearly performance reviews on each team member using the individual performance scorecard

  • Conduct team huddles and events to ensure high levels of team motivation as well as to communicate key updates

  • Develop training and performance improvement plans for team members

  • Propose innovation and improvements to current processes/procedures/tools

  • Facilitate root cause analysis and problem management to reduce incidents

  • Help instill a fun working environment by proposing gamification initiatives to the End User Systems Director

  • Position may be required to work various time zones, in support of 24x7x365 support requirements

Qualifications

 

Qualifications:

  • 8 years' experience in managing support operations for live applications and managing business critical technical functions and SLA compliance

  • Knowledge of ITIL processes such as Incident management, Change Management and Problem Management

  • Background in Financial Applications (preferred);

  • Strong people management and performance management skills

     

  • Experience with utilizing ETL tools such as Talend, Hadoop etc.

  • Strong knowledge of database query tools and able to write and run complex queries in relational database for data validation.

  • Knowledge of UNIX, DB2 database or Oracle database.

  • Knowledge of ORMB is a plus

  • Demonstrated ability to provide excellent customer service and handle escalations

  • Strong interpersonal skills, verbal and written communication skills. Ability to interact effectively with customers, vendors, peers and management via multiple communication channels

  • Strong problem solving skills and decision-making ability

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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