Sr. Director, Developer Services Reliability Engineering

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:

Developer Experience Unit in the Operations & Infrastructure group at VISA is on the mission to provide easy, intuitive, and reliable experience to VISA developers to consume platform services. As the Senior Director of Developer Services Reliability Engineering team, you will be accountable for support, availability and reliability of Developer Platform and Services at VISA. You will partner closely with the Engineering teams to drive the evolution and enhancement of the platform to self-serviceability & extensibility. You will be expected to co-lead continuous efforts to lower the friction for Developers in consuming these services. This role is crucial to improve experience and productivity of over 6300 developers at VISA, who contribute to the successful delivery of products to VISA’s customers. You will bring your proven track record of transforming enterprise level Technical User Support, Production Support and building strong Reliability engineering. Experience working in the public cloud and deep technical understanding of managing high availability of Developer toolchain and developer platform practices will help you succeed in building and leading this internal customer centric team.

The Work itself:

• Platform Reliability Engineering: Establish & run the Reliability Engineering Practice with clear goal of moving from reactive to proactive and predictive operations.

• Production Support: Lead release engineering, monitoring, alerting of Developer Platform and Services.

• Technical User Support: Establish frontline Developer Support practices to reduce First time to response, Resolution time, Ticket Volume, NPS and transform user experience to be driven using GenAI solutions and embedded support within Developer platform and services.

• Customer Service: Review and respond to platform usage patterns, working closely with Platform and Tools engineering teams. Conduct Service Health Reviews with the internal customers.

• Collaboration: Contribution to development, and execution of a long-term Developer Platform Eng-Ops strategy.

• Team Leadership: Build an exceptional team of customer experience centric reliability engineers, automation savvy problem solvers who equally care about closing the feedback loop with platform developers and product managers, to work as one team.

• Thought leadership & Technology Trends: Collaborate with devops teams in Product Development side (Consumers) and create community of practice with devops/sre teams across VISA for continuous enrichment.

Essential Functions:

• Building, managing, and leading a team of SREs.

• Overseeing the reliability and performance of Developer Platform and Services

• Closely working with product management and engineering teams to design and implement scalable software services.

• Collaborating with InfraOps and Infra Engineering teams to develop end-to-end observability for the platform.

• Developing and managing incident response plans and coordinating incident response efforts.

• Establishing and managing service level objectives (SLOs) and service level indicators (SLIs).

• Implementing automation tools and technologies to replace manual operations and processes.

• Conducting post-mortem reviews of incidents and implementing necessary changes.

• Ensuring the team maintains a balance between feature development and operational work.

• Planning and managing capacity and performance of the platform.

This is a hybrid position. Hybrid employees can alter