OCB Core System Services Manager - Level 5

  • Full-time

Company Description

Fascinated by the future and captivated by technology?

Smart, driven and want to make a difference in the world?

You’ll fit right in.

Join a diverse team at Visa, where your individuality fits right in. We can provide the opportunity to shape the payments experience globally. Together, let’s transform the way the world pays.

Think you know us?

Our mission is to connect the world through the most innovative, reliable and secure digital payment network that enables individuals, businesses and economies to thrive.

Individuality fuels our brand and our global team – we’re proud that we are a talented team of 15,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life outside of the office, whether it’s taking advantage of agile work schedules or our wellness programs, Visa respects and encourages meaningful work/life balance for everyone. In addition, we offer market leading salary and have a fantastic benefits offering.

So, if you’re not satisfied with the status quo, we can satisfy your desire to explore new territory, giving you the runway to really make an impact, whilst connecting you with teams around the world in a truly inclusive culture that celebrates our uniqueness.

Job Description

If you think you could support Visa as a OCB Core System Services Manager, we want to hear from you – together, let’s make Visa a great place to work.

What’s it all about?

Ensure all policies, processes and systems are running optimally primarily for the European Region with a strong awareness of how Global systems can affect Europe. In addition, an end to end working understanding of the global service in the Core sector and the additional value add services assisting European clients.

Responsible for overseeing the coordination, planning and local organisation of Europe & potential Global resources working with the US & SGP counter parts to preserve or restore service, the resolution of Incidents and implementation of mitigation to avoid reoccurrence.

You will oversee European-monitoring trends for Incidents, Problems & Changes driving issues locally as appropriate but also collaborate with global team to ensure risks and compliance with ITIL V3 or 4 practices are followed.

The role will also require an innovative look at Artificial intelligence monitoring for all the Core Systems building various proposals working closely with Application, Development, Engineering and source outside vendors / SW to aid in this activity.

Working with the global teams develop metrics, ROI, strategies, and service attainment in line with ITIL standards, and ensure the cost effectiveness of the incident management process to maintain 99.999% availability for Auth and 99.999% for CAS.

The GCSM Sr. Director will identify strategies and opportunities for improvements, effective resource management and maximisation of customer and organisational outcomes working closely with Global teams.

What we expect of you, day to day.

  • Responsible for managing of the UK Global Core Operational Management team providing guidance / mentorship as appropriate
  • Oversee the Core Processing Command and Control of all Critical and High priority incidents for Visa Core services on a 24/7 rotating shift
  • On site Sr. Management for GCSM and of IT Operations working M – F
  • Make sound critical decision making ensuring effective and appropriate incident escalation and reporting at varying levels Business and Technical communications
  • Understand fully the Global Crisis Management practices with regional inflections, and provides updates as applicable to Crisis Management Team
  • Strive to enable the team to restore IT services as soon as possible using Incident Management techniques
  • Drive Improvement of Service Quality by preventing future interruptions to service by way of Continuous Improvement via Problem Management interfacing with Global Problem Management & Support teams
  • Provide management and leadership including staffing selection, objective setting, annual reviews, compensation planning, career development, coaching and administrative support.
  • Responsible for the development and mentoring the GCSM team and act as delegate in the absence of the GCSM where appropriate
  • Organisation and effective utilisation of European and global on-shift staff, internal groups and vendors, providing governance for IT Operations activities, holding the Line Management functions accountable for actions of their teams
  • 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
  • Work with appropriate teams to develop and managing short to longer term tactical and strategic initiatives to meet the operational and continuity needs of Visa and its customers
  • Ensure all European functions adheres to all policies and procedures to meet the requirements of the Audit, regulators and Compliance guidelines.
  • Role modelling Visa's leadership principles

The role should exhibit the appropriate level of Visa Leadership Principles:

  • Lead by Example
  • Communicate Openly
  • Enable and Inspire
  • Excel with Partners
  • Act Decisively
  • Collaborate

Qualifications

    What we’re after…

    • Extensive experience in IT Incident Management for Critical, High availability Business IT services
    • Extensive knowledge of Financial processing and business relationship acumen
    • Excellent analytical problem solving skills and the ability to drive multiple teams to achieve results
    • Proven experience of the Incident Management process, excellent understanding of the ITIL methodology
    • Excellent people management, leadership and communication skills
    • Excellent influencing skills and the ability to liaise with multiple stakeholders at all levels, both internally and externally
    • Operational understanding of the Global Services with a focus as well on Visa Europe Services
    • Demonstrated experience in preventative management and Continual Service Improvement following ITSM practices
    • Industry understanding of Artificial intelligence and predictive analysis
    • Ability to interpret and represent technical issues into business concepts and solutions to multiple levels internally and externally
    • Demonstrated strong leadership capabilities and excellent team player
    • In-depth knowledge of ISO message fields, and the flow of messages from Acquirer to Issuer and back
    • Proven track history of managing highly effective teams on a global scale
    • Proven ability to mentor and provide guidance
    • Proven ability to drive change and constant improvement

     

    Think you have what it takes?

    If you are interested in a career that will challenge and inspire you – we’d love to hear from you!

    Additional Information

    Diversity & Inclusion

    Universal acceptance for everyone, everywhere, is not only our brand promise, it’s the foundation of our company culture. We foster a feeling of connectedness in the workplace, support diversity of thought, culture and background, fight for important initiatives like Equal Pay and actively work to eliminate unconscious biases that hold us all back.

    By leveraging the diverse backgrounds and perspectives of our worldwide teams, Visa is a better place to work and a better business partner to our clients. 

    Privacy Policy