Manager (8 - 12 years of experience in Application Support, L2 Level Support)

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 Corporate IT (CIT) group is undergoing a major transformation to become a true engineering organization, prioritizing customer experience and end-user support. We are seeking a highly organized Application Support Manager for Corporate Technology Support Organization with excellent communication and visual presentation skills. Acting as an individual contributor, this role will provide expert (L2 level) support and maintenance for software applications, resolve complex technical issues, collaborate with various departments, and implement best practices to enhance service delivery and user satisfaction. This position also involves managing a cross functional team located in multiple regions.

Roles & Responsibilities

• Managing the cross functional team located in multiple regions.

• Identify process improvement areas and work with team to streamline & automate the processes.

• Manage workload, estimate work effort and staffing needs and track progress of the resources and drive results.

• Mentor team to create artifacts as required.

• Respond to and resolve user issues and inquiries via email or ServiceNow, which includes Level 1 and Level 2 support for incidents and requests.

• Troubleshoot and diagnose issues related to Appian functionalities Escalate complex issues to higher-level support or technical teams.

• Document support interactions and solutions in the knowledge base.

• Maintain Appian application configurations and processes. Create and manage user roles and permissions within the Appian platform.

• Work and manage integrations with Microsoft Dynamics 365 applications.

• Perform regular system health checks and maintenance tasks.

• Participate in the Change Management, Security Assessment, and Release activities of Appian solutions.

• Perform application monitoring, health checks, and account password resets.

• Address IAM internal audit findings remediation and certificate renewals.

• Monitor and restart failed jobs (Control-M on Hadoop, Pentaho, SQL Server).

• Coordinate with other teams (Storage, Middleware, Network, Database) for issue resolution.

• Conduct IT Disaster Recovery exercises.

• Perform infrastructure and application upgrades, both on-premises and in coordination with vendors for cloud SaaS platforms.

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 Qualification
•5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.

Preferred Qualifications

• 8 - 12 years of experience with Bachelor's degree or 8+ years' experience with Master's degree.
• 2+ years of experience in leading and managing cross functional teams.
• 3+ years of experience working in the Appian Platform.
• 3+ years' Experience with MS Dynamics 365 and ServiceNow is an advantage.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.
• Familiarity with business process management (BPM) concepts.
• Basic knowledge of SQL and database management.
• Ability to quickly learn and adapt to new technologies and tools.

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.