Sr. Manager, Network Operations

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

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