Senior Specialist, Product Operations, Incident Management

About the role

The Senior Specialist in Product Operations will lead incident management for Mastercard’s global core payments network. You will work closely with engineering, product management and business operations to ensure rapid detection, response and resolution of product‑related incidents, minimizing impact on customers and revenue.

Key responsibilities

• Serve as the primary point of contact during product incidents, coordinating cross‑functional teams to drive swift resolution.
• Monitor product performance, detect emerging issues and trigger proactive remediation.
• Lead incident triage, prioritisation and escalation in line with defined SLAs.
• Provide operational support to customer support, engineering and business teams.
• Communicate incident status, impact and resolution updates to stakeholders.
• Perform root‑cause analysis, generate post‑incident reports and drive continuous improvement.
• Collect and consolidate data from multiple sources, create dashboards and present insights to senior leadership.

Required profile

• Proven experience in incident management or product operations within a large‑scale technology environment.
• Strong analytical mindset with ability to interpret data and identify trends.
• Excellent communication skills to interact with both technical and business audiences.
• Ability to work under pressure and manage multiple incidents simultaneously.

Required skills

• Data analysis
• Monitoring tools
• Ticketing systems
• Root‑cause analysis techniques