Director - Site Reliability Engineering, CMDB

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.

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The Global Director of the CMDB functional is business critical role at it responsible for the end-to-end process, workflow, data governance, and strategic process roadmap for enabling Continued Improvements and governance of the Service Now CMDB.  There are numerous business process across Visa that are highly depended on CMDB, its maturity and reliability.  This includes, but is not limited to, Cybersecurity, ACM, ITDR, ITSM, IAM, VVMS, CloudView, Observability Alerting and is key source of evidence for external examinations and Internal Audits.  In addition, the CMDB ITOM Discovery is core to Visa maturity in deployment and supporting Visa Products in the Public Cloud.

Essential Functions:

• Provide strategic leadership and management to the Global CMDB team.
• Oversee the CMDB process, Service Now CMDB and other tooling for discovery and data ingestion to CMDB
• Global Owner of the CMDB governance and oversight, fostering an environment of collaborative continued improvement of functionality, data quality and workflow with-in the Service Now CMDB
• Ensure the CMDB process aligns with audit, compliance, and risk activities.
• Strategically set the technical requirements for the effective and efficient workflow of the CMDB process lifecycle in the Service Management Tool (Service Now).
• Oversee daily CMDB activities, ensuring they align with strategic objectives.
• People Management of CMDB Global team
• Maintain and enhance a robust governance framework for managing CMDB data quality and overall functionality.
• Collaborate with other IT and business leaders to promote the effective use of the CMDB.
• Provide regular reports on the status of CMDB to stakeholders at all levels of the business.  This includes, but is not limited to, KPIs and KRIs
• Continual Improvement, regularly review the CMDB process to identify areas for improvement and optimize efficiency.
• Proactively identify and manage risks associated with IT changes.
• Maintain a high level of involvement with various Global Regulators as part of external examinations, ensuring compliance with all regulatory requirements. This also includes, but is not limited to, SOX, PCI, SSAE21.

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.

Basic Qualifications
• 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications
• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• 10 years of equivalent work experience in IT Service Management, with 5 or more years with CMDB
• Proven experience in a similar role, preferably in a global organization.
• Strong understanding of ITSM CMDB principles and practices.
• Experience designing CMDB process workflow and Service Now experience a plus.
• GenAI and AI Prompt Engineering skill and experiences a plus.
• Understanding of Cloud (IaaS, SaaS, PaaS) and various platforms and technology. CMDB discovery and data ingestion of Public Cloud Data
• Service Now ITOM Discovery architecture, design, implementation and operational run experience
• Demonstrate working experience creating and managing CMDB key controls, policies, and procedures.
• Excellent leadership and team management skills.
• Strong data analysis capabilities.
• Strong problem-solving skills and the ability to make decisions.
• Excellent communication skills, both written and verbal.
• Experience with ITIL or other service management frameworks is desirable.
• Experience interacting with Global Regulators and managing external examinations is very desirable.
• Able to present effectively to executive level audiences.

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 176,400.00 to 256,000.00 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.