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Visa // credit cards
 
   Posted: Wednesday, July 10, 2019
 
   
 
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JOB DETAILS
  Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable & secure payment network - enabling individuals, businesses, & economies to thrive. Our advanced global processing network, VisaNet, provides secure & reliable payments around the world, & is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, & fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network & scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, & be part of an inclusive & diverse workplace. We are a global team of disruptors, trailblazers, innovators & risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, & doing meaningful work that brings financial literacy & digital commerce to millions of unbanked & underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

The Batch Support Manager is responsible for understanding both the technical & business impact of operations while ensuring that the shift understands it as well. The Manager is responsible for managing the shift from allocation of duties, coordination amongstaff (with application or development teams), prioritization of tasks, & mentoring in ensuring an efficient shift. Awareness of critical jobs, issues & situations including attendance (participate or drive) on Problem Bridge Calls, & the capability to assess escalation requirements are a must. The Manager is also responsible for making sure all management instructions are adhered to & complied with 100%, & serves as the Senior Management focal point on respective shifts. In addition to aligning the team goals with Visa's Leadership Principles, values & initiatives, the manager will successfully support batch processing for Visa's Debit, Data Platforms & Core applications.

Principal Duties & Responsibilities:

The Manager is responsible for leading a team of Level 1 & Level 2 personnel who fully support batch processing for Visa's Debit, Data Platforms & Core applications in a multi-data center environment. The Manager will ensure measures are in place to prevent impacts to availability & ensure timely recovery & communication of impacts to Visa's applications & services. This includes:

Manages the shift to ensure the team is:

  • Taking corrective actions to recover failed jobs & ensuring batch processing is executed on time.
  • Monitoring batch processes & addressing issues to meet SLAs.
  • Escalating appropriately based on documented processes.
  • Documenting all issues following standard ITIL Incident & Problem management processes.
  • Following all defined processes, procedures & standards.
  • Preforming UAT (user acceptance testing) for new or upgraded operational monitoring tools & batch related user interfaces.
  • Defining & updating all team documentation including the daily shift handover.
  • Assisting support teams in updating job documentation & job schedules as needed to support efficient batch processing.
  • Preforming proactive analysis of the Visa's complex batch schedules to detect potential problems. When necessary take preventive actions.

Completing required administrative & educational tasks including: completing regular time tracking, required surveys, & training sessions.

Reporting on time & turnover convenes in timely fashion.

Performs management delegate duties when required

Serve as technical focal point for Senior Management communication

Provide support & representation during management meetings, implementation & problem recovery calls.

Provides comprehensive executive summaries & business impacts to management

Manages all major business & application implementation activities with the goal of no impact to Service Levels

Oversees day-to-day mentoring of junior staff including job training & coaching

Provides immediate escalation from junior colleagues prior to escalation to Senior Management

Provides technical analysis & review in support of Operational efficiencies & enhancements

Facilitates & develop new processes & content for departmental use

Performs root cause and/or trend analysis for problem management & defining preventive actions.

Works with application or development teams in recovery of complex technical problems

Supports initiatives to enhance tools functionality working with Tools Support & Engineering groups & ensure participation from colleagues

Provides quarterly status feedback of all reporting subordinates to management

Qualifications

Basic Qualifications:

  • 4 years of work experience as a Team Leader & or Manager with similar responsibilities with a Bachelor's Degree.
  • Ability to Lead a team providing shift management, operational supervision, & mentoring
  • Ability to handle pressure & difficult situation in a professional manner reflective of Visa Management
  • Preform Incident, Problem & change management per the ITIL & Visa documented process.
  • Be able to respond / action escalation utilizing our knowledge base within Incident tickets, websites, & documented process/procedures.
  • Strong ability to apply efficient decision-making, problem-solving & technical skills.
  • Working knowledge of Unix or Linux operating systems.
  • Working knowledge of one batch scheduling solution.
  • Ability to understand applications & associated batch flows, the services they provide in relation to the service levels & impacts.
  • Ability to work closely with the Application Support, Development, & engineering groups to implement corrective measures & offer solutions where applicable.
  • The ability to multi task, analyze & diagnose complex issues when working with various support groups.
  • Reporting & documentation skills.
  • Excellent written & verbal communication skills.

Preferred Qualifications

  • 7-10 years of work experience as a Team Leader & or Manager with similar responsibilities & a Bachelor's Degree or 6 years of work experience with an Advanced Degree
  • Ability to Lead a team providing shift management, operational supervision, & mentoring
  • Ability to handle pressure & difficult situation in a professional manner reflective of Visa Management
  • Preform Incident, Problem & change management per the ITIL & Visa documented process.
  • Be able to respond / action escalation utilizing our knowledge base within Incident tickets, websites, & documented process/procedures.
  • Strong ability to apply efficient decision-making, problem-solving & technical skills.
  • Working knowledge of Unix, Linux, Windows, z/OS, Hadoop, & Tandem Non- stop operating systems.
  • Operational knowledge on CA-ESP, CA-DSeries, Netcool Alerting Tool, Service Now Ticketing Tool
  • Strong working knowledge of one or more enterprise batch scheduling solutions (Example: ESP)
  • A strong ability to understand applications & associated batch flows, the services they provide in relation to the service levels & impacts.
  • Ability to work closely with the Application Support, Development, & engineering groups to implement corrective measures & offer solutions where applicable.
  • The ability to multi task, analyze & diagnose complex issues when working with various support groups.
  • A strong understanding in Incident, Problem & change management per the ITIL process.
  • Strong reporting & documentation skills.
  • Excellent written & verbal communication skills.
  • Working knowledge of SLQ
Additional Information

Essential Functions:

  • Technical Manager with general software configuration & troubleshooting skills. Includes (but is not limited to) z/OS, Linux, Unix, & Windows Systems
  • Proficient in utilizing an enterprise scheduling solution (Example: CA - ESP) to monitor & manage batch processing.
  • Demonstrated strong ability in resolving routine problems with job failures, issues with Job schedules, & common script failures within technical areas of responsibility, following documented handling procedures.
  • Effectively lead & manage a multi-site a team.
  • Handle pressure & difficult situations in a professional manner.
  • Perform Incident, Change & Problem Management in accordance with documented guidelines.
  • Respond / action escalation utilizing our knowledge base within Incident tickets, websites, & documented process/procedures.
  • Ensure all issues are tracked & resolved to maintain & make improvements to ensure no SLA's are missed or extended outages occur.
  • MS Office Proficiency
  • Function effectively in a fast-paced environment with multiple priorities
  • Strong analytical & diagnostic skills; e.g., root cause analysis
  • Work directly with customer support to solve technical problems
  • Strong commitment to execution, follow through & timely communication
  • Excellent writing & interpersonal skills with the ability to communicate effectively with both technical & non-technical customers
  • Good organization skills. High level of attention to detail
  • Functional knowledge for database for DB2, SQL, & Hadoop storage formats (Apache Spark/Apache Hive)
  • Operational experience with file transfer protocols such as FTP, SFTP, Connect:Direct
  • Experience on one or more scripting or programming languages such as: shell scripting, Perl, Java, JavaScript, PHP.

Work Hours

This position requires the incumbent to work a 12 hour rotating shift

This position requires the incumbent to be available during non-core business hours

This position requires the incumbent to be flexible & adjust working hours as needed for the business.

Travel Requirements

This position requires the incumbent to travel for work 0% to 5% of the time based on business needs.

Physical Requirements

This position will be performed in an office setting. The position will require the incumbent to sit & stand at a desk, communicate in person & by telephone, frequently operate standard office equipment, such as telephones & computers, reach with hands & arms, & bend or lift up to 25 pounds.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines & applicable local law.

 
 
 
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