Manager (Enterprise Batch Support - Global Operations)

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

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 Visa’s 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 Visa’s 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 day-to-day 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 web-based 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 SLA’s are missed or extended outages occur.
• Creates and updates OLAs to ensure critical processing has focus and measurement.
• Strong ability to apply efficient decision-making, problem-solving 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 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
5+ years of relevant work experience with a Bachelor’s 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 (CA-ESP, Control-M, or similar) Netcool, Service Now Ticketing
•Working Knowledge of MVS, Hadoop, Kafka, Windows, Linux, and Unix platforms in a multi data-center 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 fast-paced 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 execution, follow through and timely communication
•Excellent writing and interpersonal skills with the ability to communicate effectively with both technical and non-technical 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.