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’s Technology Organization is a community of problem solvers and innovators reshaping the future of commerce.   We operate the world’s most sophisticated processing networks capable of handling more than 65k secure transactions a second across 80M merchants, 15k Financial Institutions, and billions of everyday people.   While working with us you’ll get to work on complex distributed systems and solve massive scale problems centered on new payment flows, business and data solutions, cyber security, and B2C platforms.   

The Opportunity:

Developer Experience Unit in the Operations & Infrastructure group at VISA is on the mission to provide easy, intuitive, and reliable experience to VISA developers to consume platform services. As the Senior Director of Developer Services Reliability Engineering team, you will be accountable for support, availability and reliability of Developer Platform and Services at VISA. You will partner closely with the Engineering teams to drive the evolution and enhancement of the platform to self-serviceability & extensibility. You will be expected to co-lead continuous efforts to lower the friction for Developers in consuming these services. This role is crucial to improve experience and productivity of over 6300 developers at VISA, who contribute to the successful delivery of products to VISA’s customers. You will bring your proven track record of transforming enterprise level Technical User Support, Production Support and building strong Reliability engineering. Experience working in the public cloud and deep technical understanding of managing high availability of Developer toolchain and developer platform practices will help you succeed in building and leading this internal customer centric team.

The Work itself:

• Platform Reliability Engineering: Establish & run the Reliability Engineering Practice with clear goal of moving from reactive to proactive and predictive operations.

• Production Support: Lead release engineering, monitoring, alerting of Developer Platform and Services.

• Technical User Support: Establish frontline Developer Support practices to reduce First time to response, Resolution time, Ticket Volume, NPS and transform user experience to be driven using GenAI solutions and embedded support within Developer platform and services.

• Customer Service: Review and respond to platform usage patterns, working closely with Platform and Tools engineering teams. Conduct Service Health Reviews with the internal customers.

• Collaboration: Contribution to development, and execution of a long-term Developer Platform Eng-Ops strategy.

• Team Leadership: Build an exceptional team of customer experience centric reliability engineers, automation savvy problem solvers who equally care about closing the feedback loop with platform developers and product managers, to work as one team.

• Thought leadership & Technology Trends: Collaborate with devops teams in Product Development side (Consumers) and create community of practice with devops/sre teams across VISA for continuous enrichment.

Essential Functions:

• Building, managing, and leading a team of SREs.

• Overseeing the reliability and performance of Developer Platform and Services

• Closely working with product management and engineering teams to design and implement scalable software services.

• Collaborating with InfraOps and Infra Engineering teams to develop end-to-end observability for the platform.

• Developing and managing incident response plans and coordinating incident response efforts.

• Establishing and managing service level objectives (SLOs) and service level indicators (SLIs).

• Implementing automation tools and technologies to replace manual operations and processes.

• Conducting post-mortem reviews of incidents and implementing necessary changes.

• Ensuring the team maintains a balance between feature development and operational work.

• Planning and managing capacity and performance of the platform.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Basic Qualifications:
 12+ years of relevant work experience and a Bachelors degree, OR 15+ years of relevant work experience

Preferred Qualifications:
 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
 Bachelor’s degree in computer science, Information Technology, or a similar field.
 Experience managing enterprise services in a large-scale environment.
 Hands on experience using AIOps tools and automation capabilities to perform app ops at scale and accuracy.
 Exceptional ability to lead under pressure and communicate effectively with stakeholders.
 ITIL Certification
 Passion for automation and reluctance for manual implementation
 Strong sense of ownership of getting to root cause and driving problem resolution
 Experience with Kubernetes, Ansible or Chef
 Well-rounded background in Operations Support, software development, release engineering, and system administration
 Well versed with SSDLC, ITSM and DevOps principles.
 Strong understanding of network architecture, and design principles.
 Demonstrated experience in using observability as baseline to proactive & prescriptive operations.
 Execution excellence through sense of urgency, customer centricity and operational maturity.
 Strong leadership, communication, and problem-solving skills.

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 a new hire into this position is 173,400 to 301,150 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.