Global Incident & Production Operations Lead (Hybrid)

Visa Philippines Business Processing Center, Corp.; Pasay; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Visa Philippines Business Processing Center, Corp. is seeking a Senior Client Care Consultant (Hybrid Production & Shift Operations Lead) based in Pasay.

The role blends hands-on production support with technical expertise and operational shift leadership to ensure timely issue resolution and consistent client experiences across a Follow-the-Sun model. You will collaborate with Client Services, Product, Technology, and Operations to improve service quality, monitor performance metrics, and

Qualifications

• 5+ years of experience in technical support, payment operations, client services, software support, incident management, or related field.
• Excellent written and verbal English communication skills with the ability to engage effectively at all levels.
• Experience managing complex client escalations and production environments.
• Demonstrated ability to balance individual case ownership with operational or team coordination responsibilities.
• Experience with API technologies, web services, payment integrations, and transaction processing.
• Experience working in a global Follow-the-Sun support environment.
• Strong leadership and stakeholder-management capabilities without direct people-management responsibility.

Responsibilities

• Manage an assigned portfolio of production support cases while meeting productivity and quality expectations.
• Serve as a CyberSource and Acceptance Solutions technical SME for merchants, partners, and internal stakeholders.
• Troubleshoot complex payment processing, API, eCommerce, transaction, configuration, and platform-related issues.
• Own and drive resolution of critical client-impacting incidents and escalations.
• Provide technical guidance, implementation support, and best practices to clients and internal teams.
• Support major incident management activities, operational bridge calls, and client communications.
• Serve as the designated shift lead during assigned coverage periods while continuing to manage production work.
• Monitor queue health, service levels, aging cases, backlog trends, workload distribution, and operational risks.
• Coordinate escalation management and facilitate timely engagement of Product, Technology, Operations, and Leadership teams.
• Proactively identify service-level risks and execute mitigation actions to maintain operational performance.
• Provide real-time guidance and support to consultants handling complex issues and escalations.
• Partner with Workforce Management and Command Center teams to address staffing, coverage, and service-level challenges.
• Support shift handoffs and ensure continuity of service across global Follow-the-Sun operations.

Skills

Technical support

Payment operations

Client services

Incident management

English communication

Tools

CyberSource

APIs

eCommerce platforms

Job description

Visa Philippines Business Processing Center, Corp. is seeking a Senior Client Care Consultant (Hybrid Production & Shift Operations Lead) based in Pasay.

The role blends hands-on production support with technical expertise and operational shift leadership to ensure timely issue resolution and consistent client experiences across a Follow-the-Sun model. You will collaborate with Client Services, Product, Technology, and Operations to improve service quality, monitor performance metrics, and