Global Major Incident Leader & Resilience Director

Visa; Denver (CO); Hybrid; USD 160,000 - 256,000; Full time

Job summary

Visa is seeking a Director of Major Incident Management to lead the global incident response strategy, operating model, and execution for a 24x7 technology environment.

Responsibilities include executive communications, incident governance, post-incident reviews, and driving automation and AI-enabled operations across engineering, infrastructure, security, product, and operations teams. This role demands strong leadership in a highly secure, regulated, global setting.

Qualifications

• Bachelor’s degree required; advanced degree or PhD preferred.
• 10+ years of relevant work experience; or 7+ with Advanced degree; or 13+ with PhD.
• Proven leadership in technology operations, incident management, and cross-functional collaboration.

Responsibilities

• Lead Visa's global Major Incident Management organization (24x7x365).
• Provide executive communications and incident status updates to stakeholders.
• Define and govern incident management standards, procedures, and metrics.
• Lead post-incident reviews and continuous improvement of response processes.
• Drive automation and AI-enabled capabilities in incident management.
• Build and mentor a high-performing global incident response team.

Skills

Major Incident Management

Executive Communication

Incident Response

Leadership

Automation / AI in ops

Stakeholder Management

ITSM & Ops

Education

Bachelor's Degree

Advanced Degree (MBA/JD/MD)

PhD

Tools

ITSM tools

Observability tools

Automation technologies

AI/ML in operations

Job description

Visa is seeking a Director of Major Incident Management to lead the global incident response strategy, operating model, and execution for a 24x7 technology environment.

Responsibilities include executive communications, incident governance, post-incident reviews, and driving automation and AI-enabled operations across engineering, infrastructure, security, product, and operations teams. This role demands strong leadership in a highly secure, regulated, global setting.