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
This role reports to the Head of Operations & Infrastructure and is responsible for delivering operational excellence across all of Visa's global client facing production services. You and your team will focus on delivering the highest service reliability in a dynamic global environment with massive transaction throughput of diverse applications.
We are looking for a strong, passionate, seasoned, and innovative technology leader who will be a part of the Technology Leadership team and work collaboratively across Visa with different stakeholders to deliver commercial services to our clients. This is an incredibly senior and transformational role, and one of autonomy and next generation thinking.
Responsibilities

• Lead a team of approximately 450 located across the globe ensuring they provide top-tier operational support
• Spearhead a global strategy and guide the execution of mission critical 24/7/365 Level-1 operations for the all Visa products and services, delivering always on services that meet and exceed architecture and uptime and availability 99.9999%.
• Champion the adoption of automation, AIOps, Generative AI, and next-generation tools to enhance efficiency, productivity, and precise operations.
• Cultivate positive and fruitful relationships with key Visa clients and client services partners through customer success initiatives.
• Led your team to provide best in class first-level support for production incidents and improve Mean-Time-To-Detect (MTTD) and Mean-Time-To-Mitigate (MTTM), First-Call-Resolution (FCR), Time-To-Escalate (TTE) through monitoring, functional analytics, and incident management.
• Lead, motivate, build, and develop an exceptional team by recruiting, selecting, orienting, and training employees. Maintain a safe, secure, and inclusive work environment, and drive career development and personal growth opportunities.
• Provide resource plans, monitor budget tracking and forecasting, and manage the organization to achieve target scope, schedule, and cost objectives.
• Establish clear, aligned goals and direction, provide candid feedback and coaching to maximize team competency, and support career management and development of direct reports.
• Work closely with the product and technology leaders to deliver support for high availability features and maintenance activities.
• Work closely with cybersecurity and operations & infrastructure to ensure a seamless model for deployment, operations and maintenance of production systems
• Maintain operational and fiscal discipline by effectively managing the scope/schedule and budget across the team
• Actively manage organizational expectations for client/partner engagement, platform and network enhancements and updates

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.
Qualifications
Basic Qualifications
•15 or more years of work experience with a Bachelor's Degree or at least 12 years of work experience with an Advanced degree (e.g. Masters/MBA/ JD/MD) or a minimum of 10 years of work experience with a PhD
Preferred Qualifications
•18 or more years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD, PhD)
•20 or more years of experience work experience in building and running global scale operational platforms, at least 10 years in high scale always-on SaaS platforms
•Possess profound knowledge in operational systems management and IT Service Management (ITSM), with substantial experience in incident management, incident response, change management, and operational metrics.
•Exceptional technical expertise in open systems tools and technologies as well as knowledge of Mainframes processing environments
•Experience with modern tools and open system technologies like -Java, JWS App servers, tc Server, Hazelcast, Kafka, Mysql, Mongo, Cassandra, Containers, Chef, Splunk, Elastic, Hadoop
•Proven history of driving continuous improvement within an organization, specifically in areas including Level 1 monitoring, alerting, release discipline, change management, anomaly detection, automation, and incident response.
•Strong knowledge and experience in operating high throughput and low-latency (high TPS) services with 99.9999% or better system availability. Demonstrated understanding of systems, applications, monitoring solutions, and operational characteristics of highly available and scalable systems.
•Natural collaborator with excellent verbal, written, and presentation skills. Must be disciplined, comfortable with ambiguity, and possess the maturity and capability to interact with and influence multiple levels and organizations, both internal and external to Visa.
•Experience managing large global team of engineers across multiple time zones with strong organizational leadership and C-Suite communication skills and experience of representing technology in client and business forums
Additional Qualifications
•Domain knowledge and expertise in commerce and payment systems and platforms
•Experience with compliance requirements including PCI, SOX, SSAE/ISAE requirements
•Experience with regulatory standard including FFIEC/FBA, BOE
Additional Information
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/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.
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.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 270,000 to 405,000 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.