Senior Specialist, Product Operations, Incident Management

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Senior Specialist, Product Operations, Incident Management

Overview:
The Senior Specialist, Network Products, will join a team driving product strategy, roadmap, and execution of the future of Mastercard’s global core payments network. The payments network is Mastercard’s core strategic asset, directly driving over $8 billion in revenue and providing the platform for other key products and services.
The ideal candidate will collaborate across disciplines and communicate effectively with both business and technology stakeholders. This role will work hand in hand with Engineering, Product Managers and Business Operations managing product incidents and provides support related to Network Products. Responsibilities span the detection, response, and resolution of product-related incidents to minimize customer impact; proactive readiness and resiliency, maintain service quality; bridging product, customer support and technical teams; ensure timely communication, root cause analysis, and continuous improvement of incident processes; with the primary goal to restore normal service operation as quickly as possible while minimizing impact on the business.
The role:
The Senior Specialist scope of the responsibilities extends beyond merely addressing incidents as they arise. It encompasses a proactive approach to incident management, including the identification of potential issues before they escalate into significant problems. This involves analyzing incident trends, implementing preventive measures, and collaborating with various teams to enhance overall service quality. This role will be responsible for pulling data from multiple sources, ensuring data accuracy, performing analysis, and presenting insights through dashboards, reports, or presentations.
• Act as the primary point of contact during product incidents, coordinating cross-functional teams to drive swift resolution.
• Experience with data generation/analysis, monitoring tools, ticketing systems, and root cause analysis techniques.
• Monitor product performance and proactively identify potential issues before they escalate.
• Lead incident triage, prioritization, and escalation according to defined SLAs.
• Provides operational support for customer operational support team, engineering and Business Operational teams.
• Communicate incident status, impact, and resolution updates to stakeholders.
• Collaborate with engineering, QA, and product teams to improve product stability and resilience.
• Develop and refine incident management processes, playbooks, and reporting metrics.
• Automation and AI Integration: Simplifying tasks and processes through programming and AI tools.
• Data visualization by turning results into clear reports, dashboards, and visualizations that make insights easy to understand.
• Communication and collaboration by working closely with different teams to make sure data-driven insights are put into action.
• Identifying and integrating new datasets to enhance product capabilities.
All about you:
• Brings deep expertise in the payments industry, the Mastercard ecosystem, or the broader financial services landscape, with a strong understanding of how technology delivery drives business outcomes.
• Proven experience in incident management, product operations, or technical support is preferred.
• Operates with a high degree of independence and accountability, demonstrating sound judgment and end to end ownership of program delivery.
• Builds strong, trusted relationships across the organization and effectively influences stakeholders at all levels, including senior and executive leadership, while establishing credibility with cross functional teams.
• Apply continuous improvement principles to enhance customer support and incident management frameworks, operational processes, and overall team efficiency.
• Leverages emerging technologies, including artificial intelligence, to improve program management practices, increase operational efficiency, and support more informed decision making.
• Exhibits a self starter mindset with a strong ability to learn quickly, work independently, thrive in fast paced environments, and adapt to shifting priorities while managing multiple responsibilities.
• Possesses exceptional communication, presentation, and interpersonal skills, with the ability to engage, lead, and influence stakeholders across all levels of the organization, as well as internal and external partners.
• Demonstrates strong visual storytelling capabilities, including data visualization and the creation of clear, compelling executive level presentations.
• Brings strong project management capabilities, with demonstrated excellence in organization, planning, and task execution.
• Is a highly collaborative partner, able to work effectively across functions to drive shared outcomes.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.