Senior Manager - Major Incident Management (MIM)

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.

As a leader in the Corporate Technology Support team, the Senior Manager, Major Incident Management (MIM) will be responsible for managing a 24X7 team of Incident Commanders day-to-day operations, Major Incident handling, and escalation management.  Additionally, this role will require a commitment to process improvement, identifying areas where automation and AI can streamline the processes.  The ideal candidate will possess significant experience in the Major Incident Management space, with previous experience managing people and developing processes. 

Key Responsibilities:

• Lead and Mentor Incident Commanders response to Major Incidents: Build capabilities for P1 and P2 incident response, ensuring swift and effective restoration of critical systems, services and applications.
• Strategic Communication: Provide clear, concise, and timely updates to senior leadership, stakeholders, and impacted business units, maintaining transparency throughout.
• Incident Documentation and Reporting: Maintain meticulous records of incident activities, timelines and resolutions, producing comprehensive post-incident reports for analysis and improvement. Develop and update incident management documentation and procedures.
• Root Cause Analysis and Remediation: Facilitate thorough post-incident Root Cause Analysis and Problem Tickets to identify root causes, implement corrective actions, and prevent future occurrences.
• Metric and Trend Analysis: Analyze incident trends and suggest improvements to incident management processes.
• Process Improvement and Optimization: Continuously evaluate and enhance incident management processes, procedures, and tools to improve efficiency and effectiveness. Modify and create new work instructions or playbooks to prepare for similar impacting events and allow for a quicker response.
• Stakeholder Management: Build strong collaborative relationships with the various support teams and the ability to guide, direct, coordinate and control priority incident bridges.

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

Basic Qualification
•Minimum of 5 years of experience in Major Incident Management within a
global, complex environment, preferably in the financial services industry

Preferred Qualification
•8+ years of relevant work experience and a Bachelors degree, OR 11+ years of
relevant work experience
•Minimum of 5 years of Service Now experience
•Minimum of 2 years of Power BI experience
•Strong people leadership and performance management skills are required,
with experience leading teams effectively, motivating employees, and
managing their performance.
•Strong communication skills and executive presence are important, with the
ability to communicate effectively and maintain a commanding presence.
•Strong collaboration skills are needed, with the ability to work effectively with
others, both within and outside the team, and foster a collaborative
environment to achieve common goals.
•Emotional intelligence is crucial, with the ability to understand and manage
your own emotions and those of others, build strong relationships, manage
conflicts, and lead effectively.
•Change adaptability is necessary, with the ability to adapt to changes in the
business environment and guide the team through them.
•Project management skills are required, with an understanding of the
principles and techniques of project management, and the ability to manage
projects effectively and ensure they are completed on time and within budget.
•Strong knowledge of the ITIL framework and service desk tools is necessary,
and certification in IT service management, project management, or quality
management is preferred.

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.