Visa Hiring for DPS Forward Operations Manager at Bangalore, India Full Time

The Debit Processing Services (DPS) Forward Operations Manager is responsible for working with staff, clients and internal support teams to increase client satisfaction, promote process efficiency, and quickly resolve technical issues. This role requires engagement with other Visa team members to support and grow Visa DPS’ client relationships through the proactive management of day to day operations / project work, accurate and timely communications, and identifying deficiencies in tools and process. Responsibilities include: * Work in the Visa Operations Command Center managing the first level night support team for Visa’s DPS Forward Services. * Build a high performing team which operates off ITILs best practices. * Manager will be required to hire staff and provide guidance to team members. * Oversee day-to-day activities and ensure all OLA’s and Client SLA’s are met. * Lead the team in troubleshooting and escalating incidents that may have financial or brand impact. * Provide representation in relevant meetings. Outline requirements for new services and projects, which impact the team. * Drive service improvements by identifying gaps in process and monitoring that can harm Visa and working with support lanes to close them. * Act as a liaison with internal and external teams to identify opportunities and implement solutions. * Follow up on outstanding incidents, schedule and lead service improvement meetings and work with other teams to ensure all task items are completed. * Track the team’s performance and report against VOCC (Visa Operations Command Center) goals. Work with managers and staff to improve incident handling and response time. * Partner with level 2 support groups to ensure that the level 1 team receives training and support. * Directly responsible for the accountability and training of staff. * Represent the support team on cross-functional projects and ensure the timely completion of agreed deliverables. * Communicate effectively with upper management, customer support and technical support teams during critical events. * Ensure all post-incident actions are documented correctly (ITIL Process) and participate in problem reviews and service improvement meetings. * The ability to manage the team through a crisis where there is financial and/or brand impact to the business. Basic Qualifications: • 6 years of work experience and a Bachelor’s Degree; or at least 6 years of related work experience • ITIL foundations certified • Experience with alert monitoring tools • Server environment background, Windows, and Linux • Working knowledge of production support processes such as incident/change/problem management, call triaging and escalation procedures • Strong verbal and written communication skills. Preferred Qualifications: • 6 or more years of work experience with a Bachelor’s Degree or a more Advanced Degree, including a comprehensive understanding of the payment industry. • Experience managing a NOC team or similar level one support for technical production operations • Experience with Application Programming Interfaces (APIs) • A calm and technical approach to solving problems surrounding business critical infrastructure. • A strong technical background and the ability to bridge the gap between technical staff and upper management during an incident. • A strong understanding of the payment and financial industry and transaction traffic workflows. • Excellent time management and decision-making skills with comfort making decisions that will impact the business and reputation. • Experience working effectively with business and IT staff in multiple locations • Knowledge of functional business processes surrounding the applications with prior experience in support or implementation • Excellent problem identification, analysis and solving skills • Demonstrated ability to absorb, analyze, and understand new information, technologies and practices quickly • Exceptional communication and customer facing skills, able to interact effectively with diverse groups of global stakeholders, both technical and business users • Active listener, customer focused, relationship builder, team player • Understanding of Key Controls, PCI Compliance and industry best practices. • Strong people skills and the ability to work well within a diverse group. • A proven history of managing high performing teams in the financial industry. Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.