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On-site
Experience
Experienced
About the role
A senior operations leadership role within Visa's Global Operations organisation, based in Singapore at SingPost. The position oversees a worldwide team supporting real-time consumer payment applications and services across multiple data centres, and also serves as site lead for the Basingstoke UK campus. It suits an experienced operations leader who has run large-scale, high-availability platforms in a regulated setting and is comfortable making decisions under pressure.
What you'll do
Lead a globally distributed team of roughly 100 authorization operations professionals delivering round-the-clock operational support
Own authorization operations for Visa's Payment Products, providing secure, standardised and highly available platform services
Work closely with Product Reliability Engineering and Infrastructure Reliability Engineering on continuous operational support
Lead Operational Acceptance for products and services moving into production, covering readiness, risk mitigation and operational ownership
Set strategic direction, workforce plans and organisational design as authorization operations moves toward automation and AI-enabled models
Represent authorization operations in executive-level discussions and during major incidents as a senior leader in Global Operations
Act as senior operational decision-maker during major authorization incidents, balancing speed, risk containment and system integrity
Lead design and adoption of orchestrated operational workflows that bring together observability, automation, AIOps and incident management
Reduce manual handoffs and ad-hoc intervention by driving standardised, automated and repeatable operational responses
Decide where automation, AIOps and agentic capabilities should or should not replace human judgement, with suitable controls and escalation paths
Produce and review key performance metrics with management, product teams and client services partners
Establish dashboards and analytics covering service health, operational effectiveness and team performance
Support customer success through close partnership with Client Services and targeted client engagement
Define and execute the operational innovation strategy, embedding automation, Generative AI, AIOps and emerging agentic capabilities with governance and human-in-the-loop controls
Serve as site lead for the Basingstoke UK campus, supporting campus-wide engagement, facilities coordination and employee advocacy
Good to know
At least 3 days per week in the office, with the specific days confirmed by the hiring manager
The Basingstoke campus hosts more than 200 employees and one of Visa's global data centres
Requirements
12+ years of professional experience with a Bachelor's degree, or 10+ years with an advanced degree, or 8+ years with a PhD
5+ years in software development (algorithms, data structures, systems design) and/or technology operations fundamentals such as observability, event management and incident response
Prior leadership experience running mission-critical, real-time platforms at global scale, such as payments, financial networks, transaction processing or telecom
Direct accountability for 24x7 production operations, including incident leadership, escalation management and post-incident learning
Experience in environments with five- or six-nines availability
Demonstrated ownership of production outcomes, major incident response and operational risk in regulated environments
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