Manager, Product Operations, Incident Management
Core
Managing product incidents and operational resilience for Mastercard's global core payments network, ensuring rapid restoration of service and minimizing business impact.
Role type
Manager, Product Operations (Incident Management)
Builds
Incident response processes, service resilience frameworks, and operational dashboards for the global payments network.
Domain
Financial services / Payments infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Incident management, root cause analysis, cross-functional coordination, SLA management, data analysis, 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; lead incident triage, prioritization, and escalation; monitor product performance to proactively identify issues; communicate incident status and resolution updates; collaborate with engineering and product teams to improve stability; develop incident management playbooks and reporting metrics.
Seniority
Manager, hands-on IC with team leadership