Description
Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Title and Summary
Senior Technical Operations Support Who is Mastercard?Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.
Overview
The regional infrastructure delivery team is looking for a Lead regional infrastructure support in Europe to drive our customer experience strategy forward by consistently innovating and problem-solving.
The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.
Role
In this client-facing position, you will:
• Provide technical operational support for MasterCard's environment with an emphasis on infrastructure and transactions technologies (focus on Nordics & critical customers).
• Provide project support and problem support based on the ITIL model.
Analyze trends over time to understand operational & customer performance
and develop plans for improvement.
All About You
The ideal candidate for this position should:
• Perform Tier II technical support functions for the MasterCard Operations Command Center (OCC)
• Manage assigned regional projects, which include responsibility for planning;
time and cost control; resource utilization and implementation
• Provide project support and Assist in the planning of large-scale systems
projects with an emphasis on operations and operational support (MPS support being the main task for the Nordics)
• Ensure an operating excellence in the region by performing proactive operational analysis at multiple level (network, product, application)
• Oversee major incident resolution and lead the improvement plan
• Manage customer communications
• Being involved in the conversation with regulator following an incident
• Develop documentation to support the operating environment (major role on MPS platform in the Nordics)
• Be involved in communication with partners, customers and stakeholders
• It is also a plus to be knowledgeable in our payment industry standard
Corporate Security Responsibility
Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position must:
• 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.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
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, and
Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
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