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.

Visa operates the world's largest retail electronic payments network and is one of the most recognized global financial services brands. Visa facilitates global commerce through the transfer of value and information among financial institutions, merchants, consumers, businesses and government entities.

We offer a range of branded payment product platforms, which our financial institution clients use to develop and offer credit, charge, deferred debit, prepaid and cash access programs to cardholders. Visa's card platforms provide consumers, businesses, merchants and government entities with a secure, convenient and reliable way to pay and be paid in 170 countries and territories.

The China Operations and Infrastructure group is responsible for the support, availability, and reliability of Visa China’s technology infrastructure. This position will be located in Shanghai. This role is a recognized expert within Visa responsible for contributing to the development of functional strategy.  This is a manager role responsible for solving unique and complex problems that have a broad impact on the business.

Essential Functions

• Manage a team of skilled professionals providing first level support for Visa online and offline IT applications and infrastructure
• Provide technical coordination, oversight and leadership for staff and serve as escalation point for complex technical issues
• Demonstrate technical leadership skills in day-to-day work; take ownership of critical issues, drive incidents to resolution in a timely manner as dictated by the impact and severity of the event
• Manage team workload; ensure all incidents, problems and requests are prioritized, assigned, resolved or acted upon in a timely manner; ensure all incidents and problems have root cause identified
• IT operation service management for Visa partners to maintain the overall  service level target of Visa services
• Manage change activity across all production systems ensuring risk is managed, application disruptions are kept to a minimum and service levels are met
• Develop processes and procedures for use by the VOCC team and third parties in the management of network environments
• Improve work processes, procedures and documentation to achieve a sustainable and robust operations environment
• Responsible for internal and external communication of issues to management, other internal support groups and clients using email broadcasts or phone calls.
• Work with appropriate groups to administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes
• Build and maintain relationship with global and virtual teams and third parties (clients, partners and service providers) on operations or support issues and improvement opportunities
• Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe
• Mentor junior team members, develop departmental procedures and best practices standards
• Provide recommendations to management team to increase effectiveness of organization and technology solutions

 Basic Qualifications

• 7-10 years of work experience and a Bachelor’s Degree or  6 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) 

Preferred Qualifications

•  Advanced process orientation and exhibited planning, organizational and problem-solving skills
• Strong interpersonal, facilitation, and leadership skills along with effective communication (both written and verbal) skills
•  Solid hands-on experience in at least two of the following: Network Infrastructure, Converged Compute/Storage Infrastructure, Middleware Infrastructure, Application Support
• As the role involves interaction with global teams and local vendors strong English and Mandarin communication (written and verbal) skills are required.
•  Experience leading complex global projects from development through implementation
• Demonstrated ability to solve complex systems and operation issues
• Ability to understand systems from all levels, from the "big picture" enterprise-level view to the low-level technical view
• Ability to write technical operation documentations for all aspects of a technical infrastructure
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans
• Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs
• ITIL certification preferred

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, and reach with hands and arms.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.