Technical Operations Manager at Visa

About the Role

We are looking for a VOCC VAS Manager to join Visa. This role focuses on managing a team that provides first-level support for Visa’s Global Network and Authorization systems.

Key Responsibilities

• →Manage the day-to-day responsibilities of a team of professionals who provide first level support for Visa’s Global Network and Authorization systems, networks and platforms.
• →Provide management and leadership to members of the Visa VAS Operations team including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support.
• →Assist the Business Leader in developing and managing short to longer term tactical plans to support initiatives to meet the operational and continuity needs of Visa and its customers.
• →Improve day to day work processes, procedures and systems while reducing Visa's exposure to financial loss.
• →Represent the support team on cross-functional projects and ensure the timely completion of agreed tactical deliverables.
• →Demonstrate technical leadership skills in day-to-day work, take ownership of incidents where appropriate, drive through to resolution in a timely manner as dictated by the impact and severity.
• →Manage team workload, ensure all incidents, problems and requests are prioritized, assigned, resolved or acted upon in a timely manner, ensure all incidents have been mitigated.
• →Review and identify common problem areas within the team that require focus and assign tasks accordingly.
• →Represent the Visa VAS VOCC team in relevant meetings such as process improvement and initiatives meetings.
• →Will understand and adhere to the current escalation and critical situation management process within the Global Operations VOCC.
• →Keep staff on track supporting multiple production issues and help prioritize as necessary.
• →Maintain technical skills through participation in ongoing training of the team.
• →Responsible for the internal and external communication of incidents to management, other internal support groups and the customers.
• →Attend and participate in Major Problem Review meetings as required to speak on behalf VOCC and actions taken during an incident and define any improvement actions.
• →Working without supervision, this role requires the ability to triage multiple simultaneous incidents and manage all to an effective resolution.
• →Role model the Visa Leadership Principles.