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Vice President, Global Operations – Payment Products Operations

Visa Ashburn, VA

Ashburn, VA

Today

$196k - $270k/yr Full time Ai Workflows Aiops Customer Experience

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Job Description

Visa offers a comprehensive benefits package and a culture built on reliability, collaboration, and continuous innovation. In this onsite Vice President role in Ashburn, Virginia, you will lead 24/7 Level 1 operations for Payment Products, directing a global team of roughly 100 professionals to ensure uptime and outstanding client service. You will shape technology strategies around automation, AIOps, and Generative AI, coordinating with product development, client services, and cybersecurity across global data centers. The position carries a salary range of $196,300 to $270,000 per year and requires a STEM degree with extensive leadership experience. Visa provides medical, dental, vision, a 401(k) plan, FSA/HSA, life insurance, paid time off, a wellness program, a bonus, and equity opportunities.

Responsibilities

Lead the global strategy and execution of 24/7 Level 1 operations for the Payment Products domain across datacenters and processing environments worldwide.
Advance automation, AIOps, Generative AI, and next generation tools to boost efficiency, productivity, and precision in operations.
Cultivate strong relationships with key Visa clients and client services partners through customer success initiatives.
Collaborate with Technology, Client Services, Business, Operations & Infrastructure to operationalize AIOps and Level 1 support, plus multi-channel client support via phone, email, and ticketing.
Provide first level incident support for production issues and improve metrics such as MTTD, MTTM, FCR, and TTE through monitoring, analytics, and incident management.
Set the vision and execution plan to transform mission-critical 24/7 Level 1 operations with forward-looking technology advancement.
Act as a liaison among Product, Cybersecurity, Operations & Infrastructure, and Client Services, building relationships with senior leaders.
Develop resource plans, monitor budgets and forecasts, and manage the organization to meet scope, schedule, and cost targets.

Basic qualifications

Bachelor's or master's degree in a STEM field (Science, Technology, Engineering, or Math).
A minimum of 15 years of relevant experience, including at least 10 years in a technical leadership role and at least 10 years in people management roles.
Deep knowledge of operational systems management and IT Service Management (ITSM), with substantial incident management, incident response, change management, and operational metrics experience.
Strong understanding of Level-1 and Level-2 operational support.
Proven expertise in AIOps, Generative AI, and automation, with a focus on building precise and efficient operations.
Experience driving continuous improvement in Level 1 monitoring, alerting, release discipline, change management, anomaly detection, automation, and incident response.
Experience supporting 24/7 mission-critical high-volume transactions in multi-datacenter and multi-processing environments.
Ability to balance high availability, incident response, and client expectations.
Solid understanding of IBM mainframe technology and open systems stacks including Oracle, Linux, Java, containers, middleware (caching, Kafka), Kubernetes, and more.
Strong knowledge of operating high-throughput, low-latency services with 99.9999 percent availability.
Experience with monitoring solutions and the characteristics of highly available, scalable systems.
Ability to push back on peer product development leaders while maintaining collaborative relationships with clients and internal stakeholders.
Excellent verbal, written, and presentation skills.

Preferred qualifications

Natural collaborator with strong communication skills.
Disciplined, comfortable with ambiguity, and able to engage across multiple levels and organizations both inside and outside Visa.
Demonstrated leadership behaviors in team management, customer communications, and cross-functional interactions to influence and build relationships.

Technologies

IBM mainframe
Oracle
Linux
Java
Containers
Kafka
Kubernetes
AIOps
Generative AI

Additional information

Additional Hiring Location: Highlands Ranch, CO
Work Hours: Varies by department needs
Travel: 20-30% of the time
Work setting: Office environment; role requires sitting and standing at a desk and communicating in person or by phone

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