Manager, Global Operations

If you think you could support Visa as a VOCC VAS Anet Manager we want to hear from you together lets make Visa a great place to work.

Whats it all about

The Manager will support the Anet infrastructure services and platform to include incident resolution and escalation of incidents for which there is no immediate workaround.  The VOCC VAS Anet Manager needs to have a similar discipline but will also be expected to drive the team to maintain high uptimes of 99.999%. Ideal candidate must possess demonstrable leadership qualities combined with technical expertise and client advocacy to be able to drive and direct a best-in-class ITIL focused Team of professionals. The VOCC VAS Anet Manager will be required to drive service level expectation against the performance of the team to ensure that external or internal clients experience best in class support. 

What we expect of you day to day.

• Manage the day-to-day responsibilities of a team of professionals who provide first level support for Visas   systems networks and platforms.

• Provide management and leadership to members the team including staffing selection goal setting annual reviews compensation planning career development coaching and administrative support including timesheets.

• Assist the Business Leader in developing and managing short to longer term tactical plans to support initiatives to meet the operational and continuity needs of its customers.

• Improve day to day work processes procedures and systems while reducing risks to service interruptions.

• Represent the support team on cross-functional projects and ensure the timely completion of agreed tactical deliverables.

• Demonstrate technical leadership skills in day-to-day work take ownership of incidents where appropriate drive through to resolution in a timely manner as dictated by the impact and severity.

• Manage team workload ensure all incidents problems and requests are prioritized assigned resolved or acted upon in a timely manner ensure all incidents have been mitigated.

• Review and identify common problem areas within the team that require focus and assign tasks accordingly.

• Represent the Anet team in relevant meetings such as process improvement and initiatives meetings.

• Keep staff on track supporting multiple production issues projects and day to day activities.

• Maintain technical skills through participation in ongoing training of the team.

• Responsible for the internal and external communication of incidents to management other internal support groups and the customers.

• Attend and participate in Major Problem Review meetings as required to speak on behalf VOCC and actions taken during an incident and define any improvement actions.

• Working without supervision this role requires the ability to triage multiple simultaneous incidents and manage all to an effective resolution.

• Role model the Visa Leadership Principles

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications :

Basic Qualifications:
5 years of relevant work experience and a Bachelors degree OR 8 years of relevant work experience

Preferred 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.
Experience managing a large team in a very diverse and de-centralized environment
Proven record of establishing and implementing objectives and tactical plans from overall direction and strategy to execution
Ability to interpret and represent technical incidents into business concepts and solutions to multiple levels internally and externally
Effective professional verbal and written communication skills and solid presentation skills
Demonstrable strong leadership capabilities and interpersonal skills
Excellent team player
Strong reporting and documentation skills
Leads by example
Basic experience in a network and authorization technical support role
Ability to manage a team of support staff on shifts providing 24 x 7 x 365 operational support.


Beneficial:
Information Technology Infrastructure Library Foundation Certificate (ITIL) V3 / V4
Strong understanding of how the Payment Industry works.
Management experience in the payment industry and supporting 24x7 teams.

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 111200 to 161100 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.

Visa will accept applications for this role until at least 6/19/2025

Remote Work :

No

Employment Type :

Full-time