Senior Specialist, Product Operations, Incident Management 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. Senior Specialist, Product Operations, Incident Management The Senior Specialist 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 role involves managing product incidents and providing support related to Network Products, collaborating across disciplines and communicating effectively with both business and technology stakeholders. Responsibilities Act as the primary point of contact during product incidents, coordinating cross‑functional teams to drive swift resolution. Pull data from multiple sources, ensuring data accuracy, performing analysis, and presenting insights through dashboards, reports, or presentations. Monitor product performance and proactively identify potential issues before they escalated. Lead incident triage, prioritization, and escalation according to defined SLAs. Provide operational support to 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. Automate processes and integrate AI tools to simplify tasks and improve efficiency. Create data visualizations, dashboards, and reports to translate results into clear insights for stakeholders. Identify and integrate new datasets to enhance product capabilities. Qualifications Brings deep expertise in the payments industry, the Mastercard ecosystem, or the broader financial services landscape. Proven experience in incident management, product operations, or technical support. 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. Applies continuous improvement principles to enhance customer support and incident management frameworks and operational processes. Leverages emerging technologies, including artificial intelligence, to improve program management practices and operational efficiency. Exhibits a self‑starter mindset with 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. Demonstrates strong visual storytelling capabilities, including data visualization and the creation of clear, compelling executive level presentations. Strong project management capabilities, with demonstrated excellence in organization, planning, and task execution. Highly collaborative, able to work effectively across functions to drive shared outcomes. Corporate Security Responsibility 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. Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines. #J-18808-Ljbffr