Lead Technical Escalations - AI-Powered Enterprise Support

Visa Philippines Business Processing Center, Corp.; Philippines; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Visa Philippines Business Processing Center, Corp. is seeking an experienced Escalation Engineer for Elite Care Escalated Support (ECES), a global third-line function.

The role emphasizes end-to-end issue ownership, proactive client communication, and collaboration with Product, Technology, Operations, and Client Services to resolve complex incidents. You will leverage AI and automation tools to accelerate investigations, monitor trends, and drive continuous improvement across regions, including

Qualifications

• 5+ years of relevant work experience with a Bachelor's Degree, or 2+ years with an Advanced degree, or 0 years with a PhD.
• Experience investigating and resolving complex technical issues for enterprise clients.
• Strong ability to lead incidents and coordinate across teams.

Responsibilities

• Serve as a technical escalation owner for complex client issues, maintaining end-to-end accountability from investigation through resolution.
• Deliver exceptional client experiences through proactive communication, timely updates, and a solutions-oriented approach.
• Partner across Product, Engineering, Operations, Sales, Account Management, and Support teams to drive rapid resolution of client-impacting issues.
• Utilize approved AI, automation, and analytics tools to accelerate investigations, identify trends, and improve operational efficiency.
• Lead and coordinate high-severity incidents, including internal and external communications, stakeholder management, and recovery efforts.
• Monitor operational signals and support trends to proactively identify risks, recurring issues, and opportunities for continuous improvement.
• Collaborate globally across regions and time zones to ensure uninterrupted client support and service continuity.
• Exercise sound judgment in ambiguous or high-pressure situations, balancing client impact, business priorities, and operational risk.
• Contribute to knowledge sharing, process optimization, and training initiatives that improve team effectiveness and client outcomes.
• Participate in after-hours, weekend, and on-call support coverage as required.

Skills

Escalation management

Client communication

AI & automation

Cross-functional collaboration

Incident response

REST APIs

Analytical problem-solving

Education

Bachelor's degree

Advanced degree (Masters/MBA/JD/MD)

PhD

Tools

Splunk

Grafana

Job description

Visa Philippines Business Processing Center, Corp. is seeking an experienced Escalation Engineer for Elite Care Escalated Support (ECES), a global third-line function.

The role emphasizes end-to-end issue ownership, proactive client communication, and collaboration with Product, Technology, Operations, and Client Services to resolve complex incidents. You will leverage AI and automation tools to accelerate investigations, monitor trends, and drive continuous improvement across regions, including