Director, Major Incident Management
Core
Lead Visa's global Major Incident Management function, driving rapid mitigation and resolution of critical technology incidents impacting products, services, infrastructure, and clients.
Role type
Director, Major Incident Management (Enterprise Operations)
Builds
Global incident response strategy, operating model, and execution for Visa's technology environment
Domain
Payments technology, global financial services infrastructure
Required skills
Major Incident Management, IT Service Management (ITSM), Change Management, Problem Management, Operational Governance, SRE principles, operational resilience frameworks, AIOps, automation technologies, cloud platforms, observability solutions, monitoring technologies, executive communication, cross-functional leadership
Preferred skills
Generative AI, predictive operations capabilities, crisis management, business continuity, cybersecurity, large-scale production incident recovery, regulated environment experience
Technologies
Cloud platforms, observability solutions, monitoring technologies, automation tools, AI-driven capabilities
Responsibilities
Own global Major Incident Management organization for 24x7x365 environment; Lead enterprise-wide escalation of business-critical incidents; Define and govern incident management standards and performance metrics; Establish root cause analysis and corrective action governance; Design and lead enterprise major incident simulations and readiness exercises; Build and lead a diverse, high-performing global team
Seniority
Director, hands-on leadership with strategic accountability
