Logo of Huzzle

Home

Matches

Explore

Manage

Lead, Technical Operations Support

image

Mastercard

Aug 9, 2024

  • Job
    Full-time
    Senior Level
  • Dublin
  • Quick Apply

AI generated summary

  • You must provide Tier II tech support, manage regional projects, ensure operational excellence, oversee incident resolution, communicate with regulators and stakeholders, and uphold security policies.
  • You will provide technical support, manage projects, analyze performance trends, oversee incident resolution, and communicate with stakeholders, focusing on infrastructure and operational excellence.

Requirements

  • 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
  • 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

Responsibilities

  • - 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.
  • - 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 levels (network, product, application).
  • - Oversee major incident resolution and lead the improvement plan.
  • - Manage customer communications.
  • - Be 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.

FAQs

What is the main purpose of the Lead, Technical Operations Support position?

The main purpose of the Lead, Technical Operations Support position is to drive customer experience strategy forward by providing technical operational support, particularly in infrastructure and transactions technologies, focusing on the Nordics and critical customers.

What qualities are required for an ideal candidate for this position?

The ideal candidate should be passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possess an entrepreneurial mindset.

What are the primary responsibilities associated with this role?

The primary responsibilities include providing Tier II technical support, managing regional projects, performing proactive operational analysis, overseeing major incident resolution, managing customer communications, and developing documentation to support the operating environment.

Is knowledge of industry standards required for this position?

Yes, it is a plus to be knowledgeable in payment industry standards for this position.

What security responsibilities does this role encompass?

This role encompasses responsibilities such as abiding by Mastercard’s security policies and practices, ensuring the confidentiality and integrity of information, reporting suspected security violations or breaches, and completing all required security training.

What tools or methodologies will I use in this role?

You will provide project support and problem support based on the ITIL model, analyze trends to improve operational and customer performance, and utilize tools for operational analysis at multiple levels.

Will I be involved in communications with external stakeholders?

Yes, you will be involved in communicating with partners, customers, and stakeholders, as well as being part of discussions with regulators following incidents.

What regions will I primarily focus on in this position?

The primary focus will be on the Nordics and critical customers within that region.

Are there any mandatory trainings for this position?

Yes, completing all periodic mandatory security trainings in accordance with Mastercard’s guidelines is required for this position.

image

Mastercard

Connecting Everyone to Priceless Possibilities

Consulting
Industry
10,001+
Employees
1966
Founded Year

Mission & Purpose

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.