Global Operations Manager

Job Summary:

The Manager is responsible for comprehending both the technical and business aspects of operations while ensuring the shift understands it as well. The Manager's duties include shift management, task distribution, staff coordination (with application or development teams), task prioritization, and mentoring to ensure an efficient shift. The Manager must be aware of critical jobs, issues, and situations, including attendance (participate or drive) in Problem Bridge Calls. The ability to assess escalation requirements is crucial. Additionally, the Manager must ensure all Management instructions are adhered to and complied with 100%. They also serve as the Senior Management focal point on their respective shifts. Alongside aligning team goals with Visa’s Leadership Principles, values, and initiatives, the manager must successfully support core systems and applications.

Principal Duties and Responsibilities:

• Supervises complete operational support, resolution, and escalation of processing on the Distributed Systems and IBM mainframe environments. This support is performed with a higher level of expertise and confidence.

• Manages the shift to ensure:

- The team fixes Mainframe Abends in a timely manner and escalates as appropriate.

- All issues are received and completed within the SLA timelines and are escalated accordingly and appropriately based on escalation documents.

- All Incidents are tracked for root cause and trend analysis in Problem Management. The manager also performs Change Coordinator responsibilities.

- Deliverables are correct, timely, and complete: BAU tasks, assignments, projects, and other 'adhoc' tasks assigned from time to time.

- A good and coordinated working relationship is maintained with internal and external clients, such as Application and Development teams, Engineering, Vendor specialists, as well as external financial clients and partners.

- Processes, procedures, and standards are followed.

- Thorough analysis of Incident Work Information and Change Request Tasks is completed before implementation.

• Provides more senior management delegate duties when required:

- Serves as a technical focal point for Senior Management communication.

- Provides support and representation during management meetings, implementation, and problem recovery meetings.

• Provides comprehensive Executive Summaries and Business Impacts to management.

• Manages all major business and application implementation activities with the goal of no impact on Service Levels.

• Oversees day-to-day mentoring of junior staff including job training and coaching.

• Provides immediate escalation from junior colleagues prior to escalation to Senior Management.

• Provides technical analysis and review in support of Operational efficiencies and enhancements.

• Facilitates and develops new processes and WEB-based content for departmental use.

• Performs root cause and/or trend analysis for Problem Management for Applications or Development teams for a permanent fix.

• Works with application or development teams in recovery of complex technical problems.

• Supports initiatives to enhance tools functionality working with Tools Support and Engineering groups and ensure participation from colleagues.

• Provides quarterly status feedback of all reporting subordinates to management.

• Ensures that all Incident, CHG, and PBR Tickets received in the shift are all accounted for, updated, and turned over if not completed within the shift.

• Ensures all teams complete Kronos on time, as well as all required Surveys and Training Sessions. This includes accounting for any RTN support that is captured in the VFM tool.

• Ensures that the teams report on time and Turnover convenes in a timely fashion.

Key Performance Indicator

• Ability to lead a team providing shift management, operational supervision, and mentoring.

• Ability to handle pressure and difficult situations in a professional manner reflective of Visa Management.

• Performs Incident, Change, and Problem Management in accordance with documented guidelines.

• Ability to respond/action escalation utilizing our knowledge base within Incident tickets, websites, and documented processes/procedures.

• Ensure all issues are tracked and resolved to maintain and make improvements to ensure no SLA’s are missed or extended outages occur.

• Strong ability to apply efficient decision-making, problem-solving, and technical skills.

Working Conditions:

• US Day shift, 12-hour shifts on a rotating basis.

• Can work off Business hours to support the business as necessary.

• This is an operational department therefore you may be required to work weekends and over the holiday periods as requested or scheduled.

As we reimagine work, it’s important to find a balance between flexibility, collaboration and ensuring best-in-class availability for our Global Operations team. To that end, GO shift employees will have up to 3 flex shifts per month, pending scheduling and manager discretion.

This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.

Requirements

Basic Qualifications:

• 5+ years of relevant work experience and a Bachelors degree, OR 8+ years of relevant work experience

Preferred Qualficiations:

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• 7+ years as a Team Leader and or Manager Capacity with similar experience and responsibility function in a multi-data center environment.
• Extensive knowledge of MVS Z/OS, C:D, FTP, SFTP, SDSF, Solve (Netmaster), CA-ESP(scheduling package), TSO & TPX, JCL, Sysview, Tandem, C1 Endeavor, Data Express, Prognosis, Netcool Alerting Tool, REXX/CLIST, CAS application support, and AskNow reporting tool.
• Working/practical knowledge of Unix, Windows & Tandem environments.
• Practical knowledge of Generative AI and Windows automation.
• Working knowledge of CICS, DB2, and tape processing.
• Experience with large server (IBM mainframe) technologies and architectures in a complex, heterogeneous systems environment.
• Subject matter expertise in REXX, OPS/MVS, Systems State Manager, Windows, Unix, Network, & ESP scheduling.
• Run Ad hoc scripts against Tandem database for problem resolution or customer metrics.
• Experienced in analyzing processing environments with a focus on identifying improvement opportunities and efficiencies to process, procedures, and Visa applications while working closely with 3rd level support groups.
• Experience in working with various technical teams which include application support, development, and engineering teams.
• Strong understanding of Incident, Problem, and Change management per the ITIL process.
• EXCELLENT client and customer service skills.
• Excellent Team Player and a good listener.
• Strong reporting and documentation skills.
• Excellent written and verbal communication skills.
• Leads by example.
• Someone who builds excellence within themselves and their teams.