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 (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) 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.
Job Title
Director – Business Operations
Overview
• The role of business operations is to be the production readiness steward for the platform, by managing, mitigating, or elevating awareness of the business risk of all customer interactions with Mastercard’s technology platforms
• We accomplish this by linking every technology recommendation with a business value, continuously monitoring platform health indicators, and elevating awareness when one of our main objectives is at risk
• Support daily operations with a hyper focus on triage and then root cause by understanding the business implications of our products
• Shift left to be more proactive and upfront in the development process
• Proactively manage production and change activities to maximize customer experience, and increase the overall value of supported applications
• Streamlining and standardizing traditional application specific support activities
• Centralizing points of interaction for both internal and external partners by communicating effectively with all key stakeholders
• Align Product and Customer Focused priorities with Operational needs
Responsibilities
• This role will interact with peers across O&T and Product/ Engineering in order to build best practices for “run readiness”
•Recruit, manage, develop and retain support staff.
•Implement the production readiness framework, built production gating within the lifecycle of the application
•Run proactive cert renewal, vulnerability and threat management for supported platform
•Successfully lead definition, development and delivery of major cross-department initiatives with broad scope and long-term business implications. Partner with business to identify innovative solutions and drive strategic decisions to mitigate future impacts.
Develop business cases in alignment with the Mastercard objectives. Actively look for opportunities for Innovation and creative problem solving.
•Ensure team is adequately staffed, trained and managed. Ensure personnel have appropriate skills and behaviors; and effectively communicate performance results; as necessary.
•Perform strategic planning; financial planning; administration and management of department.
•Successfully lead production incident and problem management, identification of root cause and remediation of the problems.
•Overseeing priority changes in workload and ensure features are being worked in accordance to the correct class of service.
• Support Jenkins to orchestrate builds as well as link to Sonar, Chef, Maven, Artifactory, etc. to build out the CI/CD pipeline.
• Support deployments of code into multiple lower environments. Supporting current processes needed with an emphasis on automating everything as soon as possible.
• Design and build synthetic monitoring to replicate “customer journey”
Experiences
• Experience in application development and the cutting edge industry trends and standards.
• Successful track record in supporting production applications to facilitate change and incident activities.
• Experience in working across development, operations, and product teams to prioritize needs and resolve differences through thought-leadership and partnership.
• Experience in customer support and delivery leadership roles.
• Experience with defining and delivering on long term strategies.
• Experience with financial oversight.
• Track record of financial and process efficiencies.
• Experience in dealing with difficult situations and making decisions with a sense of urgency.
• Identifying and communicating risks proactively that can prevent incidents for all lines of business.
COVID-19 Considerations
We value the safety of each member of our community because we know we’re all in this together. In many locations, which may change over time, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.
In the US, Mastercard is a government contractor, which may legally require most Mastercard employees to be vaccinated unless a verified approved medical or religious exemption is granted. Further, we are currently making every effort towards having employees return to work in the office 2 days per week, if that makes sense for their team. Everyone must be vaccinated to enter Mastercard offices at this time. Therefore, we expect all candidates to be vaccinated or to be approved for a medical or religious accommodation prior to commencing work at Mastercard.
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.
Requisition ID: R-171872