Senior Specialist, Product Operations, Incident Management
Core
Managing product incidents and operational support for Mastercard's global core payments network to ensure service stability and minimize customer impact.
Role type
Senior Specialist, Product Operations (Incident Management)
Builds
Global core payments network services
Domain
Financial services / Payments
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Incident management, root cause analysis, data analysis, SLA management, cross-functional coordination, process improvement, automation/AI integration, data visualization, project management
Preferred skills
Payments industry expertise, technical support experience, stakeholder influence, continuous improvement principles, emerging technology adoption
Technologies
Monitoring tools, ticketing systems, AI tools, data visualization platforms
Responsibilities
Act as primary point of contact during product incidents coordinating cross-functional teams; Lead incident triage, prioritization, and escalation according to defined SLAs; Monitor product performance and proactively identify potential issues; Develop and refine incident management processes, playbooks, and reporting metrics; Pull data from multiple sources and present insights through dashboards and reports; Collaborate with engineering and product teams to improve product stability and resilience.
Seniority
Senior, hands-on IC