Staff Systems Engineer (Problem Management)

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

As a Staff Systems 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 or more 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

Preferred Qualifications:
• 6 or more years of work experience with a Bachelor's 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 (management included) to drive resolution

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setti