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.

If you think you could support Visa as a Global Service Incident 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, services and systems are running optimally.  In addition, an end to end working understanding of the global services in the Core Service sector and the additional value add/Distributed System services.  You will act as a conduit between the technology and business areas, ensuring agreed SLA/OLA/Targets are achieved and improving upon when required.

Ensure the accuracy of Incident reporting data within ITSM tools that used for Executive Management reporting.  You will be required to create and distribute incident executive summary reporting to key stakeholders, ensuring that the content can also be understood by a non technical audiences. 

Responsible for overseeing the coordination, planning and local organisation of Europe & Global resources working with the US & SGP counterparts to preserve or restore service, the resolution of Incidents through implementation of mitigation to avoid reoccurrence through preventative management.  Ensure accurate and timely escalation and communication of service affecting events to technical, business, management and regulatory stakeholders.

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

Working with the global teams develop metrics, 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 Authorisations and 99.999% for Clearing and Settlement.

What we expect of you, day to day.

• Oversee the Core Processing Command and Control of all Critical and High priority incidents for Visas Core & critical services on a rotating shift (every other weekend required)
• Make sound critical decision making ensuring effective and appropriate incident escalation and reporting at varying levels Business and Technical communications to stakeholders
• 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
• 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
• Ensure all European functions adheres to all policies and procedures to meet the requirements of the Audit, Regulators and Compliance guidelines.
• Ability to prioritise and multitask. Flexibility and adaptability in work approach
• 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

What we’re after…

• Extensive proven IT leadership experience.
• Excellent analytical problem solving skills and the ability to drive multiple teams to achieve results.
• Experience with high availability, high volume, critical service is essential.
• Track record of managing the delivery of complex, multi-faceted technology initiatives to comply with regulatory requirements and significantly reduce risk.
• Solid understanding of IT Service Management methodology practices, and a proven history of deploying those practices to ensure successful execution against technology initiatives.
• Experience in delivering proven efficiency gains through automation and orchestration.
• Ability to establish and sustain effective, professional relationships with product and business managers; work closely with business partners in order to understand business drivers and market requirements.
• Knowledge of card payment services processing is highly preferred.
• Candidate must be able to establish and sustain effective operational process and support practices that includes working with team members across multiple geographies.
• Good working knowledge of program and project management methodologies and the role of technology resources in support of those methodologies.
• Proven experience of the Incident Management process, excellent understanding of the ITIL methodology.
• Excellent leadership and communication skills.
• Excellent influencing skills and the ability to liaise with multiple stakeholders at all levels, both internally and externally.
• Proven ability to mentor and provide guidance.
• Proven ability to drive change and constant improvement.
• Undergraduate degree in computer sciences, data science, information systems or a related technical discipline is required; an advanced degree is preferred.

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!

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.