Manager Enterprise Batch Support - Global Operations

The Manager is responsible for understanding both the technical and business impact of operations while ensuring that the shift understands it as well. The Manager is responsible for managing the shift from allocation of duties coordination amongst staff with application or development teams prioritization of tasks and mentoring in ensuring an efficient shift. Awareness of critical jobs issues and situations including attendance (participate or drive) on Problem Bridge Calls and the capability to assess escalation requirements are a must. The Manager is also responsible for making sure all Management instructions are adhered to and complied with 100 and serves as the Management focal point on respective shifts. In addition to aligning the team goals with Visas Leadership Principles values and initiatives the manager will successfully support the core systems and applications. 

Principal Duties and Responsibilities:

• Supervises support resolution and escalation of batch processing of the Visas applications operating system and services with high level of expertise and confidence
• Manages the shift to ensure
  • That the team fixes abends in a timely manner and escalates as appropriate
  • That all issues are received and completed within the SLA timelines and escalates accordingly and appropriately based on escalation documents.
  • That all Incidents are tracked for root cause and trend analysis in Problem Management.  Performs Change Coordinator responsibilities
  • Correct Timely and Complete Deliverables: bau tasks assignments projects and other adhoc tasks assigned from time to time.
  • Good and coordinated working relationship with Application and Development teams Engineering Vendor specialists as well as external financial clients and partners when needed.
  • That processes procedures and standards are followed.
  • Thorough analysis of Incident Work Information and Change Request Tasks before implementation
• Provide Director delegate duties when required
  • Serve as technical focal point for Management communication
  • Provide support and representation during management meetings implementation and problem recovery meetings
• Provide comprehensive Executive Summaries and Business Impacts to management
• Manage all major business and application implementation activities with the goal of no impact to Service Levels
• Oversee daytoday mentoring of junior staff including job training and coaching
• Point of contact for immediate escalation from junior colleagues before escalating to Director or Senior Management
• Provides technical analysis and review in support of Operational efficiencies and enhancements
• Facilitates and develops new processes and webbased content for departmental use
• Performs root cause and/or trend analysis for Problem Management for Applications or Development teams for permanent fix
• Works with application or development teams in recovery of complex technical problems
• Supports initiatives to enhance tools functionality working with Tools Support and Engineering groups and ensure participation from colleagues
• Provides quarterly status feedback of all reporting subordinates to management
• Ensure that all Incident CHG and PBR Tickets received in the shift are all accounted updated and turned over if not completed within the shift
• Ensure all teams complete company time tracking records as well as all required Surveys and Training Sessions.
• Ensure that the teams report to work on time and Turnover convenes in timely fashion.

Key Performance Indicator

• Ability to Lead a team providing shift management operational supervision and mentoring
• Ability to handle pressure and difficult situation in a professional manner reflective of Visa Management
• Performs Incident Change and Problem Management in accordance with documented guidelines.
• Respond and action escalation utilizing our knowledge base within Incident tickets websites and documented process and procedures.
• Ensure all issues are tracked and resolved to maintain and make improvements to ensure no SLAs are missed or extended outages occur.
• Creates and updates OLAs to ensure critical processing has focus and measurement.  
• Strong ability to apply efficient decisionmaking problemsolving and technical skills.

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 23 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
5 years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters MBA JD MD) or 0 years of work experience with a PhD OR 8 years of relevant work experience.

Preferred Qualifications
6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters MBA JD MD) or up to 3 years of relevant experience with a PhD

Experience
7 years as a Team Leader and or Manager Capacity with similar experience and responsibility function in a multi data center environment.

Technical Knowledge:
Experienced in analyzing processing environments with focus on identifying improvement opportunities and efficiencies to process procedures and Visa applications while working closely with support groups.
Experience in working with various technical teams which include application support development and engineering teams.
Strong understanding in Incident Problem and Change management per the ITIL process.
Operational knowledge on Enterprise job schedulers (CAESP ControlM or similar) Netcool Service Now Ticketing
Working Knowledge of MVS Hadoop Kafka Windows Linux and Unix platforms in a multi datacenter environment
Functional knowledge for database for DB2 SQL and Hadoop storage formats (Apache Spark Apache Hive)
Operational experience with file transfer protocols such as FTP SFTP Connect Direct
Experience on one or more programming languages such as shell scripting
Perl Java JavaScript PHP.
Function effectively in a fastpaced environment with multiple priorities
Ability to work independently and to also work effectively to lead the team
Strong analytical and diagnostic skills e.g. root cause analysis
Experience working directly with customer support to solve technical problems
Must have a strong commitment to follow through and timely communication
Excellent writing and interpersonal skills with the ability to communicate effectively with both technical and nontechnical customers
Exceptional organization skills. High level of attention to detail

Others:
Excellent client and customer service skills
Excellent Team Player and a good listener
Strong reporting and documentation skills.
Excellent written and verbal communication skills.
Leads by example
Someone who builds excellence within themselves and their teams

Additional Information :

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.

Remote Work :

No

Employment Type :

Fulltime