Job Description

Join a team dedicated to minimizing the impact of major incidents across the organization. The MIM team leads efforts to resolve critical issues quickly, ensuring clear communication and coordination among all stakeholders. Our mission is to maintain focus and urgency during incidents, engage the right support groups, and drive continuous improvement in our processes.

Responsibilities:

• Develop, edit, and distribute effective internal and external communication in a timely and accurate manner as per the documented process
• Communicate well and work cordially in global teams with teammates from different cultures and time zones.
• Adhere to standard procedures and suggest improvements if needed.
• Build the knowledge base and understand the various application service flows, products, services and support teams functions
• Manage high-impact, high-severity incidents with a focus on minimizing business disruptions
• Enhance technical skills through participation in ongoing training
• Operations environments require shift work, including weekends and holidays as requested or scheduled.
• Proactively work with Global Support groups and/or client or vendors to provide flexible and nimble solutions for client issues and resolve system problems quickly
• Coordinate and facilitate the resolution of major incidents with relevant teams.
• Track update and close all assigned requests in the incident management system
• Create Incident reports and ensure all incidents and changes comply with ITIL and operation policies

This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.

Work Schedule: 7:00AM - 6:00PM

2-week cycle

• Week 1: Mon, Tue, Wed, Sat, Sun
• Week 2: Wed Thu Fri

Visa will accept applications for this role until at least April 1, 2026

Qualifications

Basic Qualifications

• Bachelors degree, OR 3+ years of relevant work experience.

Preferred Qualifications

• Associate’s degree in IT, Computer Science or related field, with 2 or more years of experience in IT support, major incident management, service management or a related role, or bachelors degree in IT, Computer Science or related field.
• Basic understanding of server administration (e.g., basic commands, file system navigation on Windows and Linux), Network troubleshooting, Database concepts, and cloud computing.
• A keen interest in learning new skills and technology through online resources
• Must be a self-starter and pick up new skills and knowledge.
• Familiarity with ITIL framework and best practices
• Stay current with industry trends and best practices in incident management.
• Knowledge of card payment services processing is highly preferred.
• Ability to prioritize and multitask. Flexibility and adaptability in work approach
• Excellent analytical problem-solving skills and the ability to drive multiple teams to achieve results.
• Must exercise a reasonable amount of independent judgment under minimum supervision.
• Must be result-oriented and constantly looking for new ways to improve efficiency and productivity.
• Excellent communication and customer service skills and dedication to enhancing customer service experience.

Additional Information

** Work Hours:** Varies upon the needs of the department.

** Travel Requirements:** This position requires travel 5-10% 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 this position is 66,600.00 to 103,300.00 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.