Senior Vice President, Global Operations
5 days ago
Visa is seeking a seasoned technology leader to join our team as a Senior Vice President, Global Operations. This is a hybrid position that requires a strong understanding of operational systems management and IT Service Management (ITSM). The ideal candidate will have a proven track record of driving continuous improvement within an organization, specifically in areas including Level 1 monitoring, alerting, release discipline, change management, anomaly detection, automation, and incident response.
Key Responsibilities- Lead a Global Team: Lead a team of approximately 450 located across the globe, ensuring they provide top-tier operational support.
- Develop and Execute Global Strategy: Spearhead a global strategy and guide the execution of mission-critical 24/7/365 Level-1 operations for all Visa products and services, delivering always-on services that meet and exceed architecture and uptime and availability percentages.
- Champion Automation and Innovation: Champion the adoption of automation, AIOps, Generative AI, and next-generation tools to enhance efficiency, productivity, and precise operations.
- Cultivate Client Relationships: Cultivate positive and fruitful relationships with key Visa clients and client services partners through customer success initiatives.
- Drive Operational Excellence: Lead your team to provide best-in-class first-level support for production incidents and improve Mean-Time-To-Detect (MTTD) and Mean-Time-To-Mitigate (MTTM), First-Call-Resolution (FCR), Time-To-Escalate (TTE) through monitoring, functional analytics, and incident management.
- Develop and Lead a High-Performing Team: Lead, motivate, build, and develop an exceptional team by recruiting, selecting, orienting, and training employees. Maintain a safe, secure, and inclusive work environment, and drive career development and personal growth opportunities.
- Manage Budget and Resources: Provide resource plans, monitor budget tracking and forecasting, and manage the organization to achieve target scope, schedule, and cost objectives.
- Establish Clear Goals and Direction: Establish clear, aligned goals and direction, provide candid feedback and coaching to maximize team competency, and support career management and development of direct reports.
- Collaborate with Cross-Functional Teams: Work closely with the product and technology leaders to deliver support for high-availability features and maintenance activities. Work closely with cybersecurity and operations & infrastructure to ensure a seamless model for deployment, operations, and maintenance of production systems.
- Maintain Operational Discipline: Maintain operational and fiscal discipline by effectively managing the scope/schedule and budget across the team.
- Manage Client and Partner Expectations: Actively manage organizational expectations for client/partner engagement, platform and network enhancements, and updates.
- Experience: 15 or more years of work experience with a Bachelor's Degree or at least 12 years of work experience with an Advanced degree (e.g., Masters/MBA/JD/MD) or a minimum of 10 years of work experience with a PhD.
- Technical Expertise: Profound knowledge in operational systems management and IT Service Management (ITSM), with substantial experience in incident management, incident response, change management, and operational metrics.
- Leadership Skills: Exceptional technical expertise in open systems tools and technologies, as well as knowledge of Mainframes processing environments.
- Business Acumen: Experience with modern tools and open system technologies like Java, JWS App servers, tc Server, Hazelcast, Kafka, Mysql, Mongo, Cassandra, Containers, Chef, Splunk, Elastic, Hadoop.
- Collaboration and Communication: Natural collaborator with excellent verbal, written, and presentation skills. Must be disciplined, comfortable with ambiguity, and possess the maturity and capability to interact with and influence multiple levels and organizations, both internal and external to Visa.
- Global Experience: Experience managing large global teams of engineers across multiple time zones with strong organizational leadership and C-Suite communication skills and experience of representing technology in client and business forums.
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