Product Operations Incident Management Manager

About the role

Mastercard is seeking a Manager to lead Product Operations and Incident Management for its global core payments network. The role focuses on detecting, responding to, and resolving product‑related incidents while driving proactive readiness and service quality.

Key responsibilities

• Act as the primary point of contact during product incidents and coordinate cross‑functional teams for swift resolution.
• Monitor product performance, identify potential issues early, and implement preventive measures.
• Lead incident triage, prioritization, and escalation according to defined SLAs.
• Provide operational support to customer support, engineering, and business operations teams.
• Communicate incident status, impact, and resolution updates to stakeholders.
• Perform data collection from multiple sources, ensure accuracy, analyze trends, and present insights via dashboards or reports.
• Collaborate with engineering, QA, and product teams to drive continuous improvement of incident processes.

Required profile

• Strong collaborative mindset with the ability to work across business and technology stakeholders.
• Proactive approach to incident management and service resiliency.
• Experience in data‑driven analysis and presenting findings to senior leadership.
• Excellent communication skills for clear incident reporting and stakeholder updates.

Required skills

• Data analysis and generation.
• Use of monitoring tools.
• Ticketing system management.
• Root cause analysis techniques.
• Incident management and triage.