Description
Mastercard is seeking a Manager, Service Observability & Intelligence to join the Real Time Payments (RTP) International team. The successful candidate will work in the RTPI Customer Performance team, managing performance, compliance, and continual improvement throughout the service lifecycle.
Key Responsibilities:
- Act as a liaison between Customer Success and Technical teams
- Coordinate and quantify customer impact from incidents and ensure timely communications with accurate service impact details
- Oversee service performance adherence, ensuring high-quality service and compliance with service levels
- Identify service risks, improvement opportunities and drive actions to enhance service performance
- Coordinate and produce service reports, review and provide business input to post incident reports
- Provide governance for RTP service changes with internal stakeholders and the customer
- Act as the service mapping custodian and ensure the service design meets requirements
- Be available 24/7 for critical live service incidents
Incident & Issue Leadership:
- Coordinate incident resolution and root cause analysis process across various internal teams
- Manage the flow of information from internal teams through to the customer
Risk & Improvement Management:
- Maintain and update the RTPI Service Risk Register
- Own RTP service risks, drive internal teams for proper risk assessment and mitigation actions
- Develop and execute continual improvement plans for service delivery within a specific market
All About You:
- 8 years + experience in IT Service Management or relevant roles
- Experience in supporting complicated large-scale mission-critical payment system or platforms
- Track record of making swift, informed decisions during incidents and service disruptions
- Solid understanding of payments technology, infrastructure, and operational processes
- Experience building strong relationships with senior stakeholders, regulators, and external partners