MasterCard Manager - Production Support in Pune, India

Who is Mastercard?

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Manager - Production Support

Overview

Operations team provides Operational and Technical support to customers and internal business users.

The team interacts with customers to provide information in response to queries about products or services and handles and resolves customer issues.

Job Description

Manage and coordinate the daily Operations Support functions and staff.

Supervision coaching and development of staff

Handling complex customer and operational service issues

Have you

Ever established and managed departmental procedures and standards to ensure prompt resolution of application problems?

Led a team?

Managed customer relationships for on-going operational support?

Role

Direct and coordinate the actions taken by department personnel and external technical support groups required to resolve problems in a timely and efficient manner.

Provide leadership, direction, development, and supervision to staff. Ensure staff has appropriate skills and behaviors. Effectively communicate objectives/expectations and performance results as necessary. Provide technical and advisory support to the staff to insure the development and implementation of performance metrics.

Ensure timely and accurate performance communications.

Ensure that problems of varying complexity are resolved to the customer€™s satisfaction which may include interfacing with appropriate support/development personnel to achieve problem resolution.

Assist in identifying process pain points (or needs) and the development / implementation of procedures to fulfill departmental responsibilities.

Provide technical and advisory support to the staff to ensure the development and implementation of performance metrics and dashboards.

Provide business knowledge and process enhancements across the entire development/technical lifecycle relative to products and services including, Service Delivery, Customer Implementation, and Service Management. Responsible for Business Continuity Planning for assigned departments.

All About You

Bachelor€™s degree or equivalent combination of education and experience.

Experience compiling statistics, analyzing data, and defining metrics.

Advanced knowledge of payments/card industry preferred.

Strong technical and analytical skills with extended experience in database analysis.

Ability to communicate facts and ideas clearly both orally and in writing.

Strong PC skills that include Word, PowerPoint, Excel, and Access.

Equal Opportunity Employer
Requisition ID: R-52152