Manager, Technology Service Management

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, Technology Service Management

Overview & Introduction
Real Time Payments (RTP) International operates as a programme within the Mastercard Real Time Payments portfolio, currently serving six live markets. With transaction volumes increasing substantially, the imperative for safe, resilient, reliable, and meticulously maintained services and products is critical, both in managing National Critical Infrastructure and fulfilling customer expectations for regulated local services, as well as upholding Mastercard’s brand integrity.
The RTPI Market Customer Performance team is responsible for ensuring operational excellence and customer satisfaction for Real-Time Payments Infrastructure (RTPI) services.
This role acts as the Technology Service Manager for the RTPI managed service offered in the APAC region, managing service performance, service changes, incident trending and escalations, and continual improvement throughout the service lifecycle.

Key Responsibilities
• RTPI Managed Service Ownership
o Maintain up-to-date and accurate technical and operational knowledge of the RTPI managed service to ensure smooth operations, proactive risk management, and service excellence.
o Assume responsibility for the local execution of Mastercard and RTPI service standards.
o Leverage on service mapping, proactively manage the resilience of the RTP service through ensuring comprehensive impact assessment at work intake stage and promoting appropriate testing.

• Service Change Management
o Review all service changes on the RTPI managed service.
o Work with the internal teams to ensure all service changes come with complete and accurate assessments, logical scheduling, and internal and external readiness for execution.
o Be the final gatekeeper for Mastercard and ensure proper information is shared with the customer clearly in operational forums.
o Ensure timely approval of the changes from the RTP scheme, monitor change execution and step in proactively to manage critical change execution.

• Incident Management
o Work closely with customer support team and backend support teams on RTPI-related incidents and issues to drive timely resolution and meet SLAs.
o Monitor the flow of information from internal teams to the customer. Ensure timely, accurate and clear communications are provided to maintain a strong customer relationship.
o Able to clearly explain complicated technical issues and RCA to the customer at different levels.
o Monitor and analyze incident trending, push for service improvements to reduce incidents and speed up resolution.

• Problem Management
o Join internal and external problem management forums to keep close track of the open problem tickets, impacts, mitigation workarounds, and long-term resolutions.
o Push internal problem investigation and resolution from a service stability and resilience point of view.
o Be able to ask tough questions to make sure actual root cause is identified and fixed, instead of just symptoms.
o Ensure proper alignment with Product and Delivery teams in terms of fix priority and release strategy.

• Service Operation Risk & Improvement Management
o Work closely with 1st line and 2nd line Risk teams to manage the RTPI Service operational risk register, agree on risk definition and mitigation, monitor and follow up on the execution.
o Work with internal stakeholders to share improvement opportunities and plans.

• Be the voice of customer to backend teams
o Be a customer advocate, think and speak on behalf of the customer within the organization. Bridge geographic and time zone gaps between the customer and the backend technical teams.
o Help the backend teams understand the customer pain points and priorities from service & operations perspective.

• Customer Engagement and Satisfaction
o Build and maintain a trusted relationship with relevant customer stakeholders at all levels.
o Conduct (or receive) customer satisfaction surveys and analyze feedback.
o Manage customer escalations and ensure timely resolution.

All About You
• Degree in Computer Science or an IT-related equivalent.
• Minimum 6-8 years of experience in IT service management or relevant role.
• Good understanding of real-time payments technology, infrastructure, and operational processes.
• Hands-on experience in any RTP ecosystem is a strong advantage, either on the participant side, the scheme side, the vendor side, or the operator side.
• Good understanding of ITSM lifecycle. ITIL certification is preferred.
• Demonstrated ability to work with cross-functional teams in high-pressure situations.
• Strong team player – able to work with a highly complex matrix and manage and influence wider teams without direct authority.
• Flexible in working hours across different time zones as needed, and comfortable working extended hours for major mission-critical changes execution oversight in the live production environment.
• Track record of making swift, informed decisions during incidents and service disruptions.
• Proven experience leading incident response, root cause analysis, and post-incident reviews.
• Demonstrated experience in managing customer escalations especially during critical events, and driving satisfaction through proactive engagement.
• Comfortable managing working-level to senior-level stakeholders and strong in building customer relationships, able to articulate complicated technical matters tailoring content and details to suit the different audiences.
• Strong understanding and experience in risk identification, assessment, and mitigation strategies.
• Experience monitoring service health, analyzing KPIs/SLAs, and driving operational improvements.
• Detail-oriented, proactive and willing to roll up your sleeves for hands-on work.
• Positive, constructive, with a growth mindset, able to work under pressure.

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.