Josephine A.
Enterprise Technology Services • EX/DEX• Digital Service Optimization • AI Driven Automation • Continuous Improvement • Operational Excellence • Financial Systems • SAP® FICO • SAP® S/4 HANA Cloud
- Role
- Director On-site Technology Support Services at Visa
- Location
- Austin, TX, US
- LinkedIn followers
- 500 followers
About Josephine A.
Technology executive with 18+ years of experience leading digital service delivery, enterprise IT operations, and large-scale technology modernization. Currently directing Visa’s North America and Latin America Onsite Technology Support organization, driving an AI- and automation-enabled support model that enhances digital employee experience (DEX), reduces incidents, and accelerates resolution speed through predictive monitoring.Proven record of building and mentoring high-performing global teams, managing multimillion-dollar budgets, and optimizing service delivery for users across 200+ sites. Skilled in process automation, ERP (SAP S/4HANA), and DevOps, with expertise in IT/OT convergence, SOC/NOC operations, and digital workplace modernization.Recognized for aligning technology strategy with business goals, strengthening vendor partnerships, and delivering scalable, cost-effective solutions that advance innovation, compliance, and operational excellence.
Experience
Director On-site Technology Support Services
Apr 2025 — Present · Austin, TX, US
As a Director of Onsite Technology Support, I manage and collaborate with my team in delivering world-class IT support for North America, Latin America & the Caribbean enterprise employees. Our focus is on proactive and predictive solutions that prevent technology issues before they escalate, ensuring efficient, seamless, omni-channel support across platforms. By leveraging AI, automation, and shift-left strategies, we drive efficiency, reduce recurring issues, and champion user independence through self-service solutions. Additionally, we optimize service management by integrating adaptive IT healing technologies and continuous process improvements. My immediate goal upon joining the Visa Technology team is to learn from and contribute to this high-performing group as we work together to elevate IT digital support and ultimately enhance the customer experience across the Visa organization.
Education
University of Houston, C.T. Bauer College of Business
Bachelor of Business Administration - BBA, Management Information Systems, General
Stephen F. Austin State University
Master of Social Work - MSW, Rural Sociology
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