Visa Corporate IT group has embarked on a voyage of transformation. As a humanistic engineering organization, we put customer experience and our people first! With incessant focus on the three pillars of Innovation, Operational Excellence and User Delight, the End User Support team is poised to deliver the best experience for our Visa team members around the world.
In this role, the Problem Management and Incident Commander has the pleasure of initiating and leading internal customer engagement. The ideal candidate will work to ensure detailed, continuous support for our users and service delivery.
Essential Functions:
- Own and complete key incident and problem management processes.
- Coordinate and facilitate problem diagnosis and drive major incidents & issues to resolution.
- Supervise progress with various teams, coordinate with internal teams and key customers.
- Drive and facilitate Root Cause Analysis and Permanent Corrective Action calls with Problem/Incident owners.
- Emphasize proactive actions and provide superb communication to relevant teams and partners.
- Focus on implementing preventive, rather than reactive methods. Identify possible problems before they occur.
- Assist in identifying repeat incidents. Lead and participate in audit/ review of major incidents and problems.
- Use various methods to analyze major incident data and metrics. Identify patterns and trends based on historical events and incidents.
- Conduct periodic process maturity assessment. Identify and implement improvements.
- Drive and support process automation efforts. Emphasize automation first thinking.
- Set up and maintain Knowledge base database/repository for major incidents/problems.
This position collaborates with leadership, up to and including the Vice Presidents, to understand requirements, expectations and to communicate plans, status, etc. The environment is fast paced, requiring quick and effective action to be successful. Execution includes partnership across groups both within and beyond the End User Support Organization We are looking for someone with a passion for both planning and execution, and who works as a self-starter, individual contributor and team member. The ideal candidate will have a proven track record of working with business initiatives, be self-motivated and highly organized, and nurture positive internal and external relationships.
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.
