Staff Software Engineer (Problem Management)

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

As a Staff Software Engineer, you will become part of the Issuing Solutions Problem Management team, where you will be accountable for contributing to the overall integrity and availability of various applications within the Issuing Solutions product delivery organization.  You will be responsible for managing unique and complex problems and incidents across technology that have varying degrees of impact to the business.  The successful candidate will use their technical understanding of systems end-to-end to dive deep into issues, ensure accurate and appropriate root cause has been identified, then drive issues to completion.

Essential Functions

• Develop, manage and maintain dashboards and reports representing key metrics, progress and areas of concern

• Manage incidents and problems through evaluation, analysis and resolution

• Monitor and analyze reported issues, trends and patterns to proactively identify potential improvements

• Work cross organizationally to ensure issues are resolved promptly and effectively.  This includes escalating to the appropriate next level management in a timely manner.

• Facilitate the discovery and resolution of problematic, cross-functional process gaps.

• Develop, manage and maintain library of highly dynamic templates and tools to expedite and streamline the process of issue reporting, adhering to existing standards, variable sets and routing preferences.

• Collaborate and coordinate with Client Services to review Tier One customer incidents focusing on repeated issues or single events that have not been resolved in a timely manner.

• Mentor, train and coach junior staff members in all aspects of department expectations, technical skills and removing roadblocks as necessary.

• Cultivate, support and promote an organizational culture that provides for high performance, high morale, integrity and teamwork.

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.

Qualifications

Basic Qualifications

• 5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.


Preferred Qualifications

• 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
• 7-10 years of work experience with a Bachelor's Degree or at least 6 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 3 years of work experience with a PhD
• Expert level knowledge and experience in Problem Management or Incident Management discipline
• Expert level knowledge and experience using ITIL supported ticketing systems (ServiceNow, BMC Remedy, HPSM etc.)
• Experience creating utilities, scripts and macros to enable and expedite data analysis
• Experience understanding technical platforms and associated development/deployment practices, coding methodologies and basic architecture
• Practitioner of Human-Centered Design Certification preferred
• Self-motivated, independent, solutions-oriented with strong analytical and problem-solving skills
• Advanced written and verbal communication skills, including strong leadership and interpersonal abilities
• Collaborative, team-oriented leader
• Ability to work independently exhibiting strong multitasking and time management skills
• Motivational abilities across numerous levels of staff (managemen