Director, Major Incident Management

About this role

About Us Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you. Visa will accept applications for this role until at least 09-25-2026 Job Description

Visa is seeking an experienced and highly effective technology operations leader to serve as Director, Major Incident Management, with enterprise accountability for Visa’s global major incident response strategy, operating model and execution.

This role is responsible for leading Visa's global Major Incident Management function, driving the rapid mitigation and resolution of critical technology incidents impacting Visa's products, services, infrastructure, and clients. The successful candidate will lead a globally dispersed team responsible for influencing cross-functional incident response across engineering, infrastructure, security, product, and operations organizations while maintaining executive-level visibility and stakeholder confidence during high-severity events.

This leader will define and advance operational resilience, incident governance, automation, and AI-enabled operational capabilities within one of the world's most complex and highly available technology environments. Responsibilities include executive communications, incident command, operational readiness, post-incident review governance, and continuous improvement of incident response processes. Essential Functions Major Incident Leadership • 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. • Establish operational priorities and drive rapid service restoration during high-severity incidents. • Serve as the senior accountable escalation point for complex and cross-functional production events. • Ensure incident response activities maintain an appropriate balance between speed, risk management, and business impact mitigation.

Executive Communications and Stakeholder Engagement • Lead communication strategies during major incidents, ensuring timely, accurate, and concise updates for executive leadership, technology partners, and key stakeholders. • Provide executive summaries, operational risk assessments, and incident status communications. • Build trusted relationships across Product Development, Engineering, Infrastructure, Security, Operations, and Corporate Functions.

Operational Excellence and Governance • Define, implement, govern and continuously improve incident management standards, operating procedures, policies, and performance metrics. • Establish and monitor key performance indicators supporting operational effectiveness and service resilience. • Lead operational reviews, trend analysis, and improvement initiatives designed to reduce customer impact and operational risk. • Drive operational discipline and accountability across incident response stakeholders.

Post-Incident Review and Continuous Improvement • Establish governance for root cause analysis and corrective action programs. • Ensure lessons learned are translated into measurable operational improvements. • Partner with engineering and operations leaders to address recurring issues and systemic weaknesses. • Champion a culture of learning, accountability, and continuous improvement.

Operational Resilience and Readiness • Partner with crisis management, business continuity, cybersecurity, and operational resilience functions. • Design and lead enterprise major incident simulations, readiness exercises, and operational reviews. • Ensure organizational preparedness for large-scale technology disruptions and high-impact events.

Automation and AI-Enabled Operations • Drive the adoption of automation, advanced analytics, and AI-driven capabilities across incident management processes. • Partner with engineering and automation teams to improve incident detection, triage, correlation, response, and communication workflows. • Identify opportunities to reduce manual effort while improving operational speed, consistency, and quality. • Drive the evolution toward predictive and proactive operational models.

People Leadership • Build, develop, and lead a diverse, high-performing global team. • Foster a culture centered on operational excellence, collaboration, resilience, accountability, and innovation. • Coach and mentor future leaders while supporting career development and succession planning.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.   Visa will accept applications for this role until at least September 25, 2026.

Qualifications

Basic Qualifications: • 10+ years of relevant work experience with a Bachelor’s Degree or at least 7 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 4 years of work experience with a PhD, OR 13+ years of relevant work experience.

Preferred Qualifications: • 12 or more 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 • 10+ years of relevant work experience with a Bachelor’s Degree, OR 13+ years of relevant work experience. • 12+ years of experience in technology operations, infrastructure operations, site reliability engineering, incident management, service management, or related disciplines. • 5+ years of people leadership experien

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