Product Operations

About the job

Job Title: Product Operations Overview: the Director, 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 Product Operations ...  Specialist will be responsible for managing all product incidents and provides support related to Network Products. The Product Incident Specialist is responsible for overseeing the detection, response, and resolution of product-related incidents to minimize customer impact and maintain service quality. This position bridges technical teams, product management, and customer support to ensure timely communication, root cause analysis, and continuous improvement of incident processes. The Product Operations’ primary goal is to restore normal service operation as quickly as possible while minimizing impact on the business. Role: The 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. Key Responsibilities: • Act as the primary point of contact during product incidents, coordinating cross-functional teams to drive swift resolution. • Monitor product performance and proactively identify potential issues before they escalate. • Lead incident triage, prioritization, and escalation according to defined SLAs. • Maintain accurate and detailed incident records. • Communicate incident status, impact, and resolution updates to stakeholders. • Conduct post-incident reviews, document root causes, and recommend preventive measures. • 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: • Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience). • Proven experience in incident management, product operations, or technical support is preferred. • Strong problem-solving, analytical, and decision-making skills under pressure. • Excellent communication and stakeholder management abilities. • Familiarity with incident management frameworks is a plus. • Experience with monitoring tools, ticketing systems, and root cause analysis techniques.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field

About the company

Mastercard is a global payments technology company that connects consumers, financial institutions, merchants, governments, and businesses worldwide. The company helps to streamline transactions and ensure financial security for various stakeholders. Mastercard's core strategic asset is its global core payments network, which drives significant revenue and supports various key products and services.