Director - Global Operations Automation

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.

Visa Inc is looking for a dynamic automation engineering leader to join and lead a newly formed automation engineering team in Visa's Global Operations organization at US Ashburn VA office.

Principle Responsibilities/Key Results Areas:

Reporting to the Senior Vice President, Global Operations within Visa's Operations and Infrastructure organization, this position is responsible for leading automation engineering and tools development function for mission critical 24/7/365 operations for Visa's key products and services, network operations, endpoint network implementation, system change execution and ITSM processes.

This position plays a key leadership role in strategic process automation initiatives and will help us build automation first muscle and mindset across organization by providing technology guidance to and partnership with stakeholders in our frontline operations functions, while leading a strong technical automation engineering team.

The position provides technical expertise and leadership to lead all aspects of Global Operations process automation and tools development in order to build efficient process and change execution with target of reduction in time, effort, cost, and manual errors driving precision focus on primary objectives of high availability and customer satisfaction in most efficient manner.

This is a critical role with technical automation responsibility and accountability to deliver automation and tools development to automate routine tasks, standard operating procedures, change procedures, monitoring procedures, smart alerting, incident mitigation procedures, reports generation, impact analysis, system health-checks, automated ticket triaging, patching execution and validation, dynamic real-time topology mapping, 360 degree real-time asset visibility with AI search, automated response to production events, customer 360 degree view, priority call routing, AI powered call classification with real-time customer insights, email/tickets parsing and auto triage, auto swat calls, chatbots, predictive customer personalization, predictive issue remediation and various other operational tasks for the company's global infrastructure and service portfolio including real time authorizations, tokenization, clearing, settlement, digital processing, and many value added services.

The position requires deep technical thinking, hands-on technical skills to develop and deploy automation solutions. We are looking for self-motivated individual who is passionate about automation engineering and takes pride in their deliverables. A successful candidate will bring industry thought leadership to drive the transformation of Visa's global operations toward next-generation operational capabilities with a focus on using the latest innovations in Automation and AIOps.

You'll have responsibility and accountability across areas, including:

• Lead global strategy and execution of automation initiatives for mission critical 24/7/365 operational procedures that are used to operate applications, services, networks and systems in a multi-datacenter and multi-processing environment across various locations around the world.

• Lead and manage technically strong automation engineering team and also function as lead software engineer contributing directly to automation code development.

• Build and execute a short-term, medium-term, and long-term vision for automation engineering.

• Operate as the chief architect for this automation engineering function, continuously enhancing it to drive automation adoption, AIOps adoption and next generation tooling to increase efficiency, productivity, and precision operation.

• Closely partner with various operations teams to understand various operational procedures, monitoring/alerting solutions, change procedures, phone management, ticket support and execute strategic automation plan to drive efficiency and accuracy.

• Apply creative thinking/approach to determine solutions that further automation goals and align with our technology strategy.

• Drive adoption of internally developed and external tools/technologies lead to efficiency.

• Train and collaborate with operations staff on the operation of automation systems and tools, and support their implementation, including the development of training material, standard operating procedures, and validation testing.

• Build and maintain source code repositories for all automation code

• Create, update, and audit documentation as required

• Serve as liaison between the various organizational entities (Product, Cybersecurity, Operations & Infrastructure, and Client Services) and build collaborative relationships various cross functional teams.

• Lead, motivate, build, and develop a great automation engineering team by recruiting, selecting, orienting, and training employees, maintaining a safe, secure, and inclusive work environment, drive career development and personal growth opportunities

• Manage the organization to achieve target scope, schedule, and cost objectives

• Establish clear, aligned goals and direction, provide candid feedback and coaching to maximize team competency, support career management and development of direct reports

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications:

*10+ years of relevant work experience and a Bachelors degree, OR 13+ years

of relevant work experience

Preferred Qualifications:

*12 or more years of work experience with a Bachelor's Degree or 8-10 years of

experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years

of work experience with a PhD

*Bachelors or master's with a STEM major (Science, Technology, Engineering or

Math)

*7+ years relevant work experience with technical automation leadership and

people management experience.

*Deep knowledge and experience on automation engineering, robotic process

automation, systems engineering, change procedure automation, AI/ML

technologies (monitoring/alerting automation, observability automation,

configuration management automation, smart alerting, dynamic topology

mapping, auto ticket triage, deployment automation, infrastructure

orchestration, and analytics) and secure software development practices.

*Strong experience using programming languages like python, java, c# etc

and/or automation software like Ansible, UIPath, automation anywhere,

ActiveBatch, Arago HIRO AI ITSM etc., - with the ability to lead through

ambiguity while partnering across organizations.

*Strong experience in researching the latest automation and AIOps trends and

proposing advanced tooling/solutions for frontline operations management.

*Experience leveraging on-prem datacenters as well as AWS/Azure/GCP to

monitor/alert and change highly reliable and scalable private and public cloud

applications.

*Good understanding of network, systems, storage, compute, operations and

ITSM processes.

*Proficiency in scripting and automation skills, converting manual and

maintenance functions into fully orchestrated automation

*Strong verbal and written communications skills, ability to quickly master new

systems and/or processes, capacity to stay organized while managing

competing priorities

*Ability to thoroughly understand complex business and technical issues and

influence decision making at all levels of the organization without formal

reporting structure authority

*Proven track record of taking research concepts from ideation to

productization

*Demonstrated understanding of systems, applications, monitoring solutions

and operational characteristics of highly available and scalable systems.

*Exposure and demonstrable experience with some of the the following tools

such as, Automation Anywhere, UIPath, Ansible, Resolve, Activiti, NetBrain,

Appian, MS scorch, Power Platform etc.

*Must be a natural collaborator, with excellent verbal, written, and presentation

skills. The individual must be disciplined and comfortable with ambiguity,

possessing the maturity and capability to interact and influence across

multiple levels and organization.

*Must exhibit relevant and consistent leadership behaviors in team

management, customer communications and internal interactions with peers,

senior leadership, and potentially clients in order to exert influence and build

relationships.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 176,400.00 to 256,000.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.