Manager, BizOps

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Manager, BizOps

About Mastercard:

At Mastercard technology, 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

Technology at Mastercard:

What we create today will define tomorrow. Revolutionary technologies that reshape the digital economy to be more connected and inclusive than ever before. Safer, faster, more sustainable. And we need the best people to do it. Technologists who are energized by the challenges of a truly global network. With the talent and vision to create the critical systems and products that power global commerce and connect people everywhere to the vital goods and services they need every day 1.

About the Role:

We are looking for a dynamic and experienced Triage and Collaboration People Manager to lead a high-performing team responsible for incident triage, cross-functional coordination, and operational response supporting "Services" vertical. This role requires a strong technical foundation, excellent leadership skills, and a passion for driving continuous improvement in incident response and collaboration workflows.


This group is involved in handling customer work-orders, resolving issues, and coordinating with other teams to ensure a positive customer experience. The group on daily basis has key responsibilities of triaging incoming requests, escalating complex issues, and collaborating with internal teams like business operations, customer technical services, Biz Ops , program and product development. See the big picture and help create and enforce standards and practices that help our customers have smooth run.

Role:

•Lead, mentor, and develop a team of triage engineers and collaboration specialists.
•Conduct regular 1:1s, performance reviews, and career development planning.
•Foster a culture of accountability, empathy, and continuous learning.
•Oversee the triage of incoming incidents, ensuring timely categorization, prioritization, and routing.
•Ensure adherence to SLAs and escalation protocols.
•Act as an escalation point for high-severity incidents and outages.
•Champion collaboration tools and practices (e.g., Slack, Teams, Confluence) to improve communication and transparency.
•Define and refine triage workflows, escalation paths, and documentation standards.
•Analyze incident trends and team performance metrics to identify areas for improvement.
•Report on KPIs and operational health to senior leadership.
•Maintain clear and effective communication with stakeholders, providing updates on issue status and resolution progress.
•Ensure to have an updated knowledge base articles and internal documentation to improve self-service capabilities and ensure consistent information delivery.
•Maintain accurate and detailed records of triaged issues in the ticketing system.
•Drive initiatives on process improvements to streamline triage and collaboration workflows, enhancing efficiency and customer satisfaction.
•Identify toils and submit with clear ownership and expected benefit

All About You

Technical Skills:

•Understanding of Linux and process of troubleshooting issues
•Understanding of Database concepts (Oracle, SQL)
•Understanding of observability and purpose of tools like Splunk, Dynatrace, Prometheus, or Datadog.
•Experience in ITSM practices with a focus on incident management and service desk operations?
•Understanding of Ticketing system and workflows in a large corporate setting.
•Experience in using reporting tools like Domo; Project management tool like Jira; Documentation, communication and collaboration tool like Confluence is a must

General Skills:

•Experience managing distributed or remote teams.
•5+ years of experience in a people management or team lead role, preferred.
•Systematic problem-solving approach, analytical, coupled with strong communication skills and a sense of ownership and drive
•Willingness and ability to learn and take on challenging opportunities and to work as a member of matrix-based diverse and geographically distributed project team
•Ability to balance doing things right with fixing things quickly. Flexible and pragmatic, while working towards improving the long-term health of the system
•Strong verbal and written communication skills, including the ability to explain technical issues to non-technical audiences.
•Excellent conflict resolution, and stakeholder management skills.
•Critical thinking skills and a proactive approach to problem-solving.
•Comfortable collaborating with cross-functional teams to ensure that expected system behavior is understood, and monitoring exists to detect anomalies
•ITIL or PMP certifications would be added advantage.

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.

Pay Ranges

O'Fallon, Missouri: $112,000 - $187,000 USD