Director, Software Engineering

Director, Software Engineering – Visa

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories. We are dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale – tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

• Provides leadership to a team of 8-10 members, ensuring the team meets all SLA and objectives.
• Maintains high availability of Visa Transaction systems.
• Reduces detection and mitigation time for all incidents within SLA.
• Ensures timely communication to all stakeholders of all incidents within SLA.
• Bridge stewardship in support of timely resolution of internal issues.
• Drives improvements around customer experience by reducing incident response and resolution times.
• Drives continuous improvement projects to minimize customer impact through automation, improved knowledge base, and other means.
• Improves operational efficiencies and ultimately drives better customer experience.
• This is a hybrid position; days in office will be confirmed by the hiring manager.
• Visa does not offer relocation assistance.
• Applications will be accepted until at least January 13, 2025.

• 10+ years of relevant work experience AND a bachelor’s degree, OR 13+ years of relevant work experience.

• 12+ years of work experience with a bachelor’s degree, OR 8-10 years of experience with an advanced degree (Masters, MBA, JD, MD), OR 6+ years with a PhD.
• Broad knowledge of server and network infrastructure and application support; in-depth understanding of ITSM project and process management; ITIL v3 Foundation certification.
• Experience delivering support services directly related to IT operations and support organizations for production environments, including major incident management.
• Strong collaborative relationships with support teams, capable of guiding, directing, coordinating, and controlling 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 manage highly stressful situations over the phone and communicate well.
• Demonstrated leadership qualities that remove ambiguity.
• Ability to coordinate and drive technical bridges during a major event, asking right questions and steering teams toward quick mitigation, work‑around, or resolution to limit financial and reputational exposure of Visa or clients.
• Ability to maintain focus on service restoration and impact mitigation throughout a call, and steer troubleshooting and recovery efforts effectively.
• Ability to take quick decisive action for escalations.
• Excellent communication skills for liaising with senior management and approving global incident summary reports, executive summaries, and other reports on behalf of the Visa Operations Command Center.
• Leverage service, application, and infrastructure monitoring teams to develop a holistic view through aggregation and distribution of information.
• Strong interpersonal skills and ability to excel as part of a team.
• Sound judgment in prioritizing and enlisting support of other internal groups to prevent compromise in service quality for Visa internal and external customers.
• Experience working in a 24‑x‑7 environment; ability to work flexible hours and be on‑call.
• Experience managing large‑scale technology incidents and supporting root cause analysis.

• Work Hours: Varies based on department needs.
• Travel Requirements: 5‑10% of the time.
• Mental/
  
  Physical Requirements:
  
  Office setting; sit/stand at a desk; use standard office equipment.
• EEO Statement: Visa is an equal opportunity employer. Qualified applicants are considered irrespective of race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.
• U.S. Applicants Only: Estimated salary range $176,400 – $282,500 per year with potential incentive payments; eligibility for bonus and equity; benefits include medical, dental, vision, 401(k), FSA/HSA, life insurance, paid time off, and wellness program.

• Seniority level:
  Director
• Employment type:
  
  Full‑time
• Industry: IT Services and IT Consulting
• Location:
  
  Highlands Ranch, CO (Hybrid)

Visa will not offer relocation assistance for this role.