Technical Support Director

Job Description

As a Director, your primary responsibility will be to lead a team responsible for the management, support, and implement/drive improvements to the Ask Now platform. This will involve managing a local team of software engineers in the US region, and working with the offshore team. You will work closely with the leadership teams from CIT and Operations & Infrastructure, and other cross-functional teams who are managing systems and applications, to drive efficiency and improvements in supporting/managing the platform, review/enhancement of processes and implementing new technologies.

Responsibilities

• Provide management responsibilities and technical leadership to a US team
• Lead crisis/incident event management incidents
• Conduct bi-weekly/weekly one-on-one’s with staff
• Conduct weekly status meetings with US and APAC staff
• Customer/partner engagements to represent operational concerns/needs
• Mentor technical staff and drive programs to improve effectiveness and efficiency
• Lead the development of innovative processes and tools from concept to delivery with a focus on new technologies
• Manage oversight of intake process and requirements gathering for CIT owned products
• Provide leadership to manage demands from projects and technology upgrades including recommendations for vendor tools/solutions
• Mentor, manage and motivate a high-performing team of senior professionals and set clear priorities to achieve departmental goals
• Manage oversight of complex processes based on a combination of vendors, custom solutions, and internal resources
• Support adoption of new technologies and tools, recommend capability improvements
• Direct the continuous and secure operation, administration and maintenance of the platform
• Assist in the development of a strategic roadmap to ensure goals are met
• Ensure service level targets are met, and address all service-level complaints
• Ensure yearly audits and attestations are met
• Maintain Application Technical Contact responsibilities for a Tier 1 application
• Participate in disaster recovery/business continuity activities, as needed
• Establish standards and maintain governance of the platform
• Provide subject matter expertise in interactions with partners and customers.

Qualifications

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.