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Senior Director, Infrastructure Service Reliability Engineering

Visa, Highlands Ranch CO, US

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This position reports to the Senior Director of Service Reliability Engineering within our Infrastructure Reliability Engineering organization. The successful candidate will manage a global infrastructure service reliability team and serve as the single point of engagement for critical service  infrastructure reliability (network, storage and compute) and works closely with the architecture team, product, development and engineering teams within Visa. This team is focused on business critical services within Visa, and serves as infrastructure point of escalation for critical authorization and settlement services during service recovery on a 24X7 basis.  Their team functions as single point of contact to product and development partners. Accountable for continual service improvement and re-engineering of existing business critical production workload. Provides early engagement to internal stakeholders and service matter experts level response of production end-to-end critical services connectivity.

This is an exciting opportunity for a senior technology leader to make key contributions to help transform Visa's infrastructure service reliability with a focus on customer first delivery.  As the leader of the team, the candidate is empowered to lead by example in support of Visa critical applications, ensuring service stability and availability, while delivering efficiency through value-add automation.   The candidates analytical, systematic approach toward qualitative and quantitative data driven decision making, will lead toward successful delivery against strategy.

 

The successful candidate will provide senior technical leadership  in standard delivery approach.  (S)/He will develop and execute new initiatives to simplify, standardize and optimize the infrastructure design to reduce cycle times and increase reliability, stability and service agility for Visa’s most critical services. (S)/He will work collaboratively with key internal stakeholders across several functional and technology areas of Visa to execute business priorities and meet challenges of technology, regulatory, security, and competitive conditions.

 

The successful candidate will have responsibility and accountability for service stability and reliability as it relates to enterprise infrastructure of Visa business critical services, across several key areas, including:

  • Routing & switching engineering (WAN, DC, corporate)

  • L4-7 traffic management (load balancing, WAN optimization, tools engineering

  • Change/incident/problem management at network engineering level

  • Network capacity planning implementation

  • Storage, backup recovery and & storage switching engineering

  • Infrastructure optimization and performance management

  • Compute, Container and Hypervisor connectivity

  • Change/incident/problem management

  • Infrastructure capacity planning implementation 

  • Customer/partner engagements, including partner vendor management 

  • Direct management of Infrastructure Servic Reliability personnel globally.

  • Establish best-practice infrastructure service reliability engineering methodologies for in a global, 24x7, high-transaction, high-availability, critical production environment, based on metrics-based KPIs.

  • Work in partnership with product, development and architecture teams to drive successful deployment of highly resilient architecture,  re-engineering existing environments as required to maintain world-class availability.

  • Develop infrastructure design and implementation roadmaps to meet the company's operations & infrastructure business service goals and metrics for availability, resiliency and performance. 

  • Identify and assess technology trends and articulate technology recommendations.

  • Lead the development of innovative infrastructure engineering tools and processes, as well as proof-of-concept projects and lab trials with a focus on multi-vendor solutions and innovative technologies, particularly focused around software defined operations and CI/CD.

  • Provide leadership to manage demands from projects and technology upgrades including recommendations for vendor tools/solutions and global alignment of infrastructure standards.

  • Oversee all infrastructure reliability engineering projects involving our business critical services, including planning, implementation, maintenance, administration, staffing and logistics. 

  • Mentor, coach, manage and motivate a high-performing team of senior engineers and set clear priorities to achieve service goals and KPIs.

  • Manage oversight of complex infrastructure operations processes based on a combination of vendors, custom solutions, and internal resources.

  • Support adoption of new technologies and tools, recommend capability improvements to engineering, and assist in lab deployments for technology trials.

  • Ensure that information security and risk management are embedded within the culture requiring continuous improvement to a complex set of functions to coordinate security and compliance risks related to information systems and assets. Drive coordination, consensus and execution to mitigate cyber risk issues and emerging threats in such a dynamic environment.

  • Contribute to the continuous improvement of operation, administration and maintenance of the enterprise infrastructure, including development of Risk Management, Identity/Access Management, Infrastructure and Privacy, and Disaster Recovery and Business Continuity Plans.

  • Determine need for new products and systems based on budget, client needs, and improvements in technology. 

  • Lead development of innovation and strategic direction in application of theories and concepts in infrastructure design, configuration, administration, maintenance and/or support.

  • Analyze infrastructure from a cost, capacity, and forecast perspective, and evaluate new infrastructure designs, technologies and applications. 

  • Work closely with other departments to proactively ensure infrastructure engineering capabilities are capable of handling emerging and future business requirements. 

  • Ensure service level targets are met, and address all service-level concerns from an infrastructure reliability engineering perspective.

  • Ensure infrastructure implementations and engineering processes are conducted according to corporate standards, and in compliance with external standards as defined in company objectives (e.g., ITIL, COBIT, ISO27001/27002 and similar).

  • Participate in disaster recovery/business continuity activities, as needed.

  • Comfort in working through corporate culture with purpose and energy to promote a unified approach.

  • Establish standards and governance in future acquisitions to mitigate risk and maximize infrastructure stability and reliability.

  • Provide subject matter expertise in interactions with partners and customers, program manage collaboration projects externally and internally.


 

  • Basic Qualifications

  • 10 years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 3 years of work experience with a PhD

  • Preferred Qualifications

  • 12-15 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

  • 6+ years experience in improving stabilization of complex enterprise infrastructure within a site reliability focused enterprise.

  • 6+ years experience in re-engineering complex architectures for latency-sensitive business services

  • 6+ years experience in working with highly-effective engineering teams through major technology transitions

  • Prior experience in improving service stabilization of complex enterprise infrastructure.

  • Prior experience in re-engineering complex architectures for latency-sensitive business services.

  • Prior experience in working with highly-effective engineering teams through major technology transitions. 

  • Proven track record of driving change and transformation in infrastructure network, storage and compute technologies, tools and processes through metrics-driven, KPI-based methodologies, and an evidence-based continuous improvement approach to best meet business objectives and priorities.

  • Demonstrated technical knowledge of storage, networking and compute technologies, with solid understanding of the software-defined operations ecosystem.

  • Hands-on experience in designing and deploying large scale-out infrastructure technologies. 

  • Excellent communicator and able to drive consensus across diverse/global technology teams.

  • Must have strong and pragmatic views about open standards and with supporting evidence. 

  • Track record in developing next-generation leaders.

  • Demonstrated experience of metrics-driven management with accountability.

  • Demonstrated understanding of tools and technologies in storage, network and compute ecosystem.

  • Prior experience in a dedicated role around defining infrastructure service engineering strategic planning.

  • Demonstrated consistent and steady growth in career

  • Track record in developing next-generation leaders

 


Essential Functions

  • Establish best-practice infrastructure engineering methodologies for incident/change/problem management in a global, 24x7, high-volume, high-availability, critical production environment, based on metrics-based KPIs.

  • Develop software design and implementation roadmaps to meet the company's operations & infrastructure business goals and metrics for availability, resiliency and performance. 

  • Identify and assess technology trends and articulate technology recommendations.

  • Lead the development of innovative infrastructure engineering tools and processes, as well as proof-of-concept projects and lab trials with a focus on multi-vendor solutions and innovative technologies, particularly focused around software defined operations and CI/CD.

  • Provide leadership to manage demands from projects and technology upgrades including recommendations for vendor tools/solutions and global alignment of storage and infrastructure.

  • Mentor, coach, manage and motivate a high-performing team of senior engineers and managers (including at manager/director-level) and set clear priorities to achieve department goals and KPIs.

  • Manage oversight of complex infrastructure operations processes based on a combination of vendors, custom solutions, and internal resources.

  • Support adoption of new technologies and tools, recommend capability improvements to engineering, and assist in lab deployments for technology trials.

  • Ensure that information security and risk management are embedded within the culture requiring continuous improvement to a complex set of functions to coordinate security and compliance risks related to information systems and assets. Drive coordination, consensus and execution to mitigate cyber risk issues and emerging threats in such a dynamic environment.

  • Contribute to the continuous improvement of operation, administration and maintenance of the enterprise infrastructure.

Travel Requirements

This position requires the incumbent to travel up to 10% of the time.

Work Hours

Incumbent must make themselves available during core business hours.

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, reach with hands and arms, and bend or lift up to 25 pounds.

Additional Information

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.

 

About Visa

Visa Inc. (NYSE: V) is the world’s leader in digital payments. Our mission is to connect the world through the most innovative, reliable and secure payment network - enabling individuals, businesses and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s relentless focus on innovation is a catalyst for the rapid growth of connected commerce on any device, and a driving force behind the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

Want to learn more about Visa? Visit Visa's website.