Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Visa Corporate IT group has embarked on a voyage of transformation. As a humanistic engineering organization, we put customer experience and our people first! With incessant focus on the three pillars of Innovation, Operational Excellence and User Delight, the End User Support team is poised to deliver the best experience for our Visa team members around the world.

In this role, the Problem Management and Incident Commander has the pleasure of initiating and leading internal customer engagement. The ideal candidate will work to ensure detailed, continuous support for our users and service delivery.

Essential Functions:

Own and complete key incident and problem management processes.Coordinate and facilitate problem diagnosis and drive major incidents & issues to resolution.Supervise progress with various teams, coordinate with internal teams and key customers.Drive and facilitate Root Cause Analysis and Permanent Corrective Action calls with Problem/Incident owners.Emphasize proactive actions and provide superb communication to relevant teams and partners.Focus on implementing preventive, rather than reactive methods. Identify possible problems before they occur.Assist in identifying repeat incidents. Lead and participate in audit/ review of major incidents and problems.Use various methods to analyze major incident data and metrics. Identify patterns and trends based on historical events and incidents.Conduct periodic process maturity assessment. Identify and implement improvements.Drive and support process automation efforts. Emphasize automation first thinking.Set up and maintain Knowledge base database/repository for major incidents/problems. 

This position collaborates with leadership, up to and including the Vice Presidents, to understand requirements, expectations and to communicate plans, status, etc. The environment is fast paced, requiring quick and effective action to be successful. Execution includes partnership across groups both within and beyond the End User Support Organization We are looking for someone with a passion for both planning and execution, and who works as a self-starter, individual contributor and team member. The ideal candidate will have a proven track record of working with business initiatives, be self-motivated and highly organized, and nurture positive internal and external relationships.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

QualificationsBasic Qualifications:
• 2 years minimum of relevant work experience and a Bachelors degree OR 5 years minimum of relevant work experience

Preferred Qualifications:
• 3 or more years of work experience with a Bachelors Degree or more than 2 years of work experience with an Advanced Degree, i.e. Masters, MBA, JD, MD
• ITIL certification
• Experience handling strategic conversations with management and team members to establish and partner with all levels of management, employees and outside companies.
• Strong organization skills, written and verbal communication skills, and presentation skills.
• Highly proficient in Microsoft Office suite, Word, Outlook, Excel, PowerPoint, and Project.
• Experience leading Incident Management Bridge calls.

Additional InformationVisa 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.