Key Responsibilities:

📍Manage and continuously improve customer support processes, ensuring clarity, consistency, and adherence to governance standards. 📍Coordinate improvements to incident and change management processes, including classification, SLAs, communication, post-incident analysis, and lessons learned. 📍Monitor and analyze support performance metrics, identifying trends, risks, and improvement opportunities. 📍Ensure compliance with established processes through quality assessments, internal audits, and follow-up on action plans. 📍Evolve and optimize the ecosystem of tools supporting processes and metrics (Jira/JSM, Grafana, AskNow, integrations). 📍Collaborate with cross-functional teams to simplify workflows, reduce operational friction, and minimize rework. 📍Create and deliver documentation, training, and communications to increase process adoption and maturity. 📍Support regulatory audits by providing governance and operational evidence, metrics, and documentation. 📍This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice. #LI-Remote

Qualifications

📍Minimum Requirements: 📍Based in Brazil. 📍Bachelor’s degree in Information Technology, Computer Science, Engineering, or related fields. 📍Advanced English (B2 level or higher), with the ability to communicate effectively in technical environments and with international stakeholders. 📍3+ years of experience in Technical Support, Operations, ITSM, or IT Governance. 📍Familiarity with customer support processes, governance frameworks, and ITSM tools.

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