Director, Major Incident Management

Visa
Denver
Workplace: HybridFull timeUSD 160,100 - 256,300 annuallyFunction: Executive & General ManagementExperience: 10+ yearsEducation: bachelorsSkills: ["Executive communication","Stakeholder management","Leadership","Cross-functional influence","Continuous improvement"]

Lead Visa’s global Major Incident Management function for a 24/7 technology environment. Own the enterprise incident response operating model, escalation, executive communications, operational readiness, post-incident review governance, and continuous improvement. Build a high-performing global team and partner across engineering, infrastructure, security, product, and operations to restore critical services quickly while balancing speed, risk, and customer impact. Drive AIOps, automation, and predictive operational capabilities.

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Visa
Visa
1 day ago

Director, Major Incident Management

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Job Summary

Lead Visa’s global Major Incident Management function for a 24/7 technology environment. Own the enterprise incident response operating model, escalation, executive communications, operational readiness, post-incident review governance, and continuous improvement. Build a high-performing global team and partner across engineering, infrastructure, security, product, and operations to restore critical services quickly while balancing speed, risk, and customer impact. Drive AIOps, automation, and predictive operational capabilities.
Location: Denver
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Own Visa’s global Major Incident Management organization supporting a 24x7x365 technology environment.
  • •Lead enterprise-wide escalation and management of business-critical technology incidents with significant client, operational, reputational, and regulatory impact.
  • •Define, implement, govern, and continuously improve incident management standards, operating procedures, policies, and performance metrics.
  • •Establish governance for root cause analysis and corrective action programs, translating lessons learned into measurable improvements.
  • •Build, develop, and lead a diverse global team, coaching and mentoring leaders while driving a culture of learning and accountability.
Travel: Low travel

Pay and Benefits

Salary: USD 160,100 - 256,300 annually
Perks:Health InsuranceDentalVision401kFsa/hsaLife InsurancePaid LeaveWellness Stipend

Key Requirements

  • •10+ years of relevant experience with a Bachelor’s Degree, or 7+ years with an advanced degree (Masters/MBA/JD/MD), or 4+ years with a PhD, or 13+ years of relevant experience.
  • •12+ years (preferred) in technology operations, infrastructure operations, SRE, incident management, service management, or related disciplines.
  • •5+ years of people leadership experience managing high-performing technical teams.
  • •Proven experience leading the response and recovery of large-scale production incidents in complex, mission-critical global environments.
  • •Deep knowledge of major incident management, IT service management (ITSM), change management, problem management, and operational governance.
Experience:10+ yearsTechnology operationsInfrastructure operationsSite reliability engineeringIncident managementIT service managementGlobal technology environmentsSRE
Education:Bachelor's
Skills:Executive communicationStakeholder managementLeadershipCross-functional influenceContinuous improvement
Tech Stack:Major Incident ManagementIncident managementIT Service Management (ITSM)Change ManagementProblem ManagementOperational GovernanceSREOperational resilienceObservabilityMonitoringCloud platformsAIOpsAutomationAIGenerative AI

Company Brief

Visa
Global payments technology company that operates the VisaNet electronic payments network, facilitating credit, debit and digital transactions between consumers, merchants, financial institutions and governments worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1958
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Glassdoor: 3.8
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