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MasterCard Product Manager - Technical II in O'Fallon, Missouri

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

Product Manager - Technical II

Job Description

Do you live for investigating? Can you take complex, technical information and make it digestible for any audience? Are you a creative problem solver? Do you thrive in a fast-paced environment? Do you welcome the notion of never experiencing the same workday twice?

The Service Event Management team is looking for a new member of our team to serve as a Protector of Mastercard initiatives and programs. This key player will facilitate root cause analysis reviews, document post incident reporting for external customers, and a variety of other crucial roles in keeping the wheels turning and the lights on for our programs. Our team is need of a key player in our daily quest for supreme incident data fidelity, incident lifecycle management and other related tasks.

Mission

The Service Event Management (SEM) team is on the global front lines for all internal and external communications related to impacting or potentially impacting incidents and respective technical response procedures. SEM plays the role of a key stakeholder in respect to the Incident Management process.

In addition to communications, SEM participates in the execution of Incident Management process guidelines and services critical governance related activities.

SEM offers services 24 X 7 across the globe with regional locations in Pune, India and O’Fallon, MO. Our team transitions roles, tasks and governance across regions impacting global communications delivery.

Responsibilities

  • Facilitate Post Mortem review calls and take the lead on moderating executive level correspondence, discussion and analysis.

  • Document incident resolution, remedial actions and other pertinent details for external customers via important legal approved reporting.

  • Serve as a key player in incident governance and managing the incident lifecycle processes.

  • Facilitate a regular cadence of data mining, review and incident validation to ensure all incidents are represented accurately within our internal systems.

  • Work closely with BizOps leads and program owners in the completion of incident tickets, TRT analysis, and other regulatory reporting.

  • Partner with technical owners and BizOps lead in the composition of Post Incident Reports (PIRs) per contractual obligations with Mastercard partners/issuers.

  • Prefer some technical experience/exposure to Remedy, DOMO, and Salesforce Marketing Cloud.

All About You

• BS or BA degree in a technical field involving technical writing or communications or equivalent practical experience.

• Experience with web service communications, social media or technical/scientific writing.

• Ability to solve complex problems and think on your feet, coupled with strong communication skills and a sense of ownership and drive.

• We support many different stakeholders. Experience in dealing with difficult situations and making decisions with a sense of urgency is needed.

• Experience in one or more of the following is preferred: Outlook, Remedy, Microsoft Teams, Salesforce Marketing Cloud.

• We need team members with an appetite for change and pushing the boundaries of what can be done with communications and incident management. Experience in working across development, operations, and product teams to effectively communication complex issues for a variety of audiences.

• Exceptional interpersonal skills and some experience with large scale presentations.

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.

In the US, Mastercard is an inclusive Equal Employment 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. If you require accommodations or assistance to complete the online application process, please contact reasonable_accommodation@mastercard.com 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.

Requisition ID: R-170966

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