Manager - Batch Processing

  • Denver, CO, USA
  • Full-time

Company Description

As the world’s leader in digital payments technology, Visa’s mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You’re an Individual. We’re the team for you. Together, let’s transform the way the world pays.

Job Description

The Batch Support Manager is responsible for understanding both the technical and business impact of operations while ensuring that the shift understands it as well. The Manager is responsible for managing the shift from allocation of duties, coordination among staff (with application or development teams), prioritization of tasks, and mentoring in ensuring an efficient shift. Awareness of critical jobs, issues and situations including attendance (participate or drive) on Problem Bridge Calls, and the capability to assess escalation requirements are a must. The Manager is also responsible for making sure all management instructions are adhered to and complied with 100%, and serves as the Senior Management focal point on respective shifts. In addition to aligning the team goals with Visa’s Leadership Principles, values and initiatives, the manager will successfully support batch processing for Visa’s Debit, Data Platforms and Core applications. 

Principal Duties and Responsibilities:

The Manager is responsible for leading a team of Level 1 and Level 2 personnel who fully support batch processing for Visa’s Debit, Data Platforms and Core applications in a multi-data center environment. The Manager will ensure measures are in place to prevent impacts to availability and ensure timely recovery and communication of impacts to Visa’s applications and services. This includes:

Manages the shift to ensure the team is:

  • Taking corrective actions to recover failed jobs and ensuring batch processing is executed on time.
  • Monitoring batch processes and addressing issues to meet SLAs.
  • Escalating appropriately based on documented processes.
  • Documenting all issues following standard ITIL Incident and Problem management processes.
  • Following all defined processes, procedures and standards.
  • Preforming UAT (user acceptance testing) for new or upgraded operational monitoring tools and batch related user interfaces.
  • Defining and updating all team documentation including the daily shift handover.
  • Assisting support teams in updating job documentation and job schedules as needed to support efficient batch processing.
  • Preforming proactive analysis of the Visa’s complex batch schedules to detect potential problems. When necessary take preventive actions.

Completing required administrative and educational tasks including: completing regular time tracking, required surveys, and training sessions.

Reporting on time and turnover convenes in timely fashion.

Performs management delegate duties when required

Serve as technical focal point for Senior Management communication

 Provide support and representation during management meetings, implementation and problem recovery calls.

Provides comprehensive executive summaries and business impacts to management

Manages all major business and application implementation activities with the goal of no impact to Service Levels

Oversees day-to-day mentoring of junior staff including job training and coaching

Provides immediate escalation from junior colleagues prior to escalation to Senior Management

Provides technical analysis and review in support of Operational efficiencies and enhancements

Facilitates and develop new processes and content for departmental use

Performs root cause and/or trend analysis for problem management and defining preventive actions.

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

Qualifications

Basic Qualifications:

  • 4 years of work experience as a Team Leader and or Manager with similar responsibilities with a Bachelor’s Degree.  
  • Ability to Lead a team providing shift management, operational supervision, and mentoring
  • Ability to handle pressure and difficult situation in a professional manner reflective of Visa Management
  • Preform Incident, Problem and change management per the ITIL and Visa documented process.
  • Be able to respond / action escalation utilizing our knowledge base within Incident tickets, websites, and documented process/procedures.
  • Strong ability to apply efficient decision-making, problem-solving and technical skills.
  • Working knowledge of Unix or Linux operating systems.
  • Working knowledge of one batch scheduling solution.
  • Ability to understand applications and associated batch flows, the services they provide in relation to the service levels and impacts.
  • Ability to work closely with the Application Support, Development, and engineering groups to implement corrective measures and offer solutions where applicable.
  • The ability to multi task, analyze and diagnose complex issues when working with various support groups.
  • Reporting and documentation skills.
  • Excellent written and verbal communication skills.

Preferred Qualifications

  • 7-10 years of work experience as a Team Leader and or Manager with similar responsibilities and a Bachelor’s Degree or 6 years of work experience with an Advanced Degree 
  • Ability to Lead a team providing shift management, operational supervision, and mentoring
  • Ability to handle pressure and difficult situation in a professional manner reflective of Visa Management
  • Preform Incident, Problem and change management per the ITIL and Visa documented process.
  • Be able to respond / action escalation utilizing our knowledge base within Incident tickets, websites, and documented process/procedures.
  • Strong ability to apply efficient decision-making, problem-solving and technical skills.
  • Working knowledge of Unix, Linux, Windows, z/OS, Hadoop, and Tandem Non- stop operating systems.
  • Operational knowledge on CA-ESP, CA-DSeries, Netcool Alerting Tool, Service Now Ticketing Tool
  • Strong working knowledge of one or more enterprise batch scheduling solutions (Example: ESP)
  • A strong ability to understand applications and associated batch flows, the services they provide in relation to the service levels and impacts.
  • Ability to work closely with the Application Support, Development, and engineering groups to implement corrective measures and offer solutions where applicable.
  • The ability to multi task, analyze and diagnose complex issues when working with various support groups.
  • A strong understanding in Incident, Problem and change management per the ITIL process.
  • Strong reporting and documentation skills.
  • Excellent written and verbal communication skills.
  • Working knowledge of SLQ

 

Additional Information

Essential Functions:

  • Technical Manager with general software configuration and troubleshooting skills.  Includes (but is not limited to) z/OS, Linux, Unix, and Windows Systems
  • Proficient in utilizing an enterprise scheduling solution (Example: CA – ESP) to monitor and manage batch processing.
  • Demonstrated strong ability in resolving routine problems with job failures, issues with Job schedules, and common script failures within technical areas of responsibility, following documented handling procedures.
  • Effectively lead and manage a multi-site a team.
  • Handle pressure and difficult situations in a professional manner.
  • Perform Incident, Change and Problem Management in accordance with documented guidelines.
  • Respond / action escalation utilizing our knowledge base within Incident tickets, websites, and documented process/procedures.
  • Ensure all issues are tracked and resolved to maintain and make improvements to ensure no SLA’s are missed or extended outages occur.
  • MS Office Proficiency
  • Function effectively in a fast-paced environment with multiple priorities
  • Strong analytical and diagnostic skills; e.g., root cause analysis
  • Work directly with customer support to solve technical problems
  • 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
  • Good organization skills. High level of attention to detail
  • Functional knowledge for database for DB2, SQL, and Hadoop storage formats (Apache Spark/Apache Hive)
  • Operational experience with file transfer protocols such as FTP, SFTP, Connect:Direct
  • Experience on one or more scripting or programming languages such as:  shell scripting, Perl, Java, JavaScript, PHP.

 

Work Hours

·       This position requires the incumbent to work a 12 hour rotating shift

·       This position requires the incumbent to be available during non-core business hours

·       This position requires the incumbent to be flexible and adjust working hours as needed for the business. 

 

Travel Requirements

·       This position requires the incumbent to travel for work 0% to 5% of the time based on business needs.

 

Physical Requirements

·       This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds.

 

 

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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