Director, Software Engineering

Responsibilities

• Provides leadership to a team of 8-10 members and ensuring the team meets all service level agreements and team objectives
• Maintains high availability of the Visa Transaction systems
• Reduces detection and mitigation time for all incidents, and within SLA
• Ensures timely communication to all stakeholders of all incidents and within SLA
• Bridge Stewardship in support of timely resolution of internal issues
• Drives improvements around customer experiences by reducing Incident response and resolution times
• Drives continuous improvement projects to minimize customer impact through automation, improve knowledge base, and/or other means
• Improves operational efficiencies and ultimately drive better customer experience

• 10+ years of relevant work experience and a Bachelors degree, OR 13+ years of relevant work experience

• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• Broad knowledge of server and network infrastructure and application support in order to assess internal and external impact. Must possess an in-depth understanding of ITSM project and process management with a minimum requirement of an IT Infrastructure Library (ITIL) V3 Foundation Certification.
• Experience in delivering support services directly related to IT operations and support organizations for production environments to include similar Major incident management competencies
• Strong collaborative relationships with the various support teams and the ability to guide, direct, coordinate and control priority one problem bridges
• Understanding of customer topology and potential work‑around scenarios to mitigate high profile client impact
• Exceptional knowledge/experience with ITSM/ITIL best practices for complex, global IT organizations
• Ability to communicate well and manage highly stressful situations over the phone
• Demonstrate proven leadership qualities removing any ambiguity
• Ability to coordinate and drive technical bridges during a major event, asking the right questions, and steering the support teams towards quick mitigation, work‑around or resolution to limit the financial and reputable exposure of VISA or any of our clients
• Ability to ensure the proper focus on Service restoration and Impact mitigation is maintained throughout the call and have the fortitude and knowledge to steer the troubleshooting and recovery efforts effectively
• Ability to take quick decisive action to make additional escalations
• Excellent communication skills to be able to liaise with senior management as well as the ability to compose, review and approve Global Information Updates, Global Incident Summary Reports, Executive Summaries and other reports on behalf of the Visa Operations Command Center
• Leverage Service Monitoring, Application Monitoring and Infrastructure teams to develop a holistic view through the aggregation and distribution of information
• Strong interpersonal skills and the ability to excel as part of a team
• Uses sound judgment in determining priorities and enlisting support of other internal groups to prevent any compromise in service quality for Visa internal and external customers
• Experience working in a 24x7 environment ability to work flexible hours and be on-call
• Experience managing large scale technology incidents and supporting root cause analysis

• Hybrid position. Expectation of days in office will be confirmed by your hiring manager.
• Visa will not offer relocation assistance for this role.
• Visa will accept applications for this role until at least January 13, 2025.

Varies upon the needs of the department. Travel required 5-10% of the time.

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,…