Sr. Manager, Network Operations - job 11 of 21

Visa’s Technology Organization is a community of problem solvers and innovators reshaping the future of commerce. We operate the world’s most sophisticated processing networks capable of handling more than 65k secure transactions a second across 80M merchants, 15k Financial Institutions, and billions of everyday people.   While working with us you’ll get to work on complex distributed systems and solve massive scale problems centered on new payment flows, business and data solutions, cyber security, and B2C platforms.     

The Opportunity: 

Responsible for applying your technical knowledge and tuned leadership experience toward leading a motivated team of NOC (Network Operations Centre) engineers. As part of the team, you are empowered to lead by example in support of Visa critical applications, ensuring service stability and availability, while delivering efficiency through value-add automation. You will be leading innovation through the delivery of orchestrated automation and mitigating impact through root cause analysis excellence. Your proven leadership and management experience will be well utilised working in a 24x7 leadership team which provides global follow-the-sun support. 

Your analytical systematic approach toward qualitative and quantitative data driven decision-making, will lead toward successful delivery against strategy. This is a technical leadership role requiring, in depth technical competency, strength in service recovery, root cause analysis and continual service improvement is greatly valued in our dynamic enterprise environment. You will be welcomed into a team where you can gain meaning in seeing your efforts delivered and you are empowered to make a difference. 

Essential Functions

• Overseas the operational management and support of global network services across Visa globally. 
• Provide network management across multiple domains: Visa Commercial, Infra and Corp IT that includes Enterprise Datacenters, emerging technologies e.g SDWAN, Virtualization as well as Network services, Data Routing and switching, voice, QOS, Cloud within a complex and multi-vendor environment. 
• Vendor Management that includes day to day performance of our managed service providers and overseeing Incident, Change, Problem and Continuous improvement. 
• Act as a escalation point of contact for NOC, responsible for business relationship within the network and vendor CHG domain. 
• Join regular cadence meetings with vendors to evaluate their performance and key service improvement actions (SIP) on any gaps observed. 
• Tracking team performance using a effective IDP framework, 1:1 that targets on incident statistics, Communication quality and technical hands knowledge. This includes the management of operational technologies, tools, metrics and processes required to support Visa Network Domain. 
• Utilizing Advanced analytics to seek for continuous improvement within the NOC operations, ensure best in class network performance through proactive and predictive network monitoring and controls. Using analytics to develop automation project to reduce any human error/repetitive tasks. 
• Provide input for the development of operational ITIL standards, policies, and guidelines. identified key area of improvements that target service excellence in NOC operations, drive productivity and efficiency within the team. 
• Manages and leads escalation cases to ensure end to end ownership is achieve till resolution. 
• Fosters and maintains customer relationships with Business IT units to understand and respond to client/applications/teams operational needs. 
• Ensure all mandatory trainings and career planning with our GNOC analysts, identify their key potential and groom them into our SME. 
• Manage the development of requirements for Service Providers to ensure appropriate standards, policies, and guidelines are included. 
• Technically direct suppliers to maintain VISA service level availability of 99.99999%. Drive Partners to provide SIP (service improvement plan) for widespread and business impacting (P1-P3) outages and ensure proper tractions were made so to avoid repeat issues. 
• Provide incident summary write up in chronological events to Senior leadership and stakeholders with communication of incident. 
• Act as a delegate for GNOC Director in respective of time zone and participate in audit reporting and management activities 
• Lead initiatives and complex project timelines. 
• Proven delivery against software defined network technologies. 
• Deliver and get the best out of your delivery partners/peers, including vendor partner engagement. 
• Have experience with development/automation and strong passion to promote developer productivity mind set. 
• Security is a prime job and responsibility at Visa and must have exposure and experience dealing with industry practices and delivering automated security solutions. 
• Knowledge and understanding across a wide range of technology domains and application frameworks and have ability to quickly grasp relationships of various disciplines. 
• Ability to interact with personnel at all levels and across all business units and to comprehend complex business initiatives. 
• Articulate product requirements to various audiences (high level to low level technical details) 
• Regularly report progress and key product metrics to stakeholders and management. Also, can develop and improve KPI's in order to deliver excellent service delivery. 
• Have a strong passion towards consistency and standardization of documentation and presentations. 
• Ability to visualise and promote efforts of team through presented data. 
• Correlating security information with internal data repositories and creating processes to ensure compliance. 
• Design and implement workflows. 
• Strong system security awareness and knowledge in appliance hardening. 
• Responsible for creating an innovative and thriving work culture at the center of service delivery. 
• Analytical and troubleshooting skills are highly desired and possess an ability to explain technical concepts and provide guidance to the team. 
• Responsible for alignment of established ITIL practice 
• Exhibits collaborative leadership by example. 
• Responsible for leading and delivery of enterprise initiatives 
• Provide forecasting for resource and budgetary needs. 
• Superb communication & interpersonal skills. Coaching other members of the support team, sharing technical and customer knowledge in a helpful and timely fashion 
• Capable of prioritizing and managing high volume workloads from multiple sources, working to strict SLA and OLAs. 
• Manage network team members responsible for service restoration, vulnerability management, audits/compliance and continuous service improvement towards overall strategy. 
• Managing complex changes involving working with different teams through good communication, collaboration, through execution excellence. 

• Building and lead a team of engineers who are passionate about applying their competency to automate platform and infrastructure activities. 

The role should exhibit the appropriate level of Visa Leadership Principles: 

• Lead by Example 
• Communicate Openly 
• Enable and Inspire 
• Excel with Partners 
• Act Decisively 
• Collaborate 

**We do not expect that any single candidate would fulfill all of these characteristics. For instance, we have awesome team members who are really focused on building scalable systems but didn’t work with payments technology or web applications before joining Visa. 

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.