Senior Customer Technical Services Analyst

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

Senior Customer Technical Services Analyst

Operations & Technology Lead MCCA – Colombia
MCCA is a regulated entity and a Large Value Payment System (LVPS) operating in the Colombian market. This role is critical to ensuring the stability, efficiency, and reliability of our daily operations, leveraging technology to deliver secure, high quality service to both internal and external clients.

The Role
We are looking for a hands on, execution driven leader to head MCCA’s Operations and Technology function. This role requires strong operational discipline, strategic thinking, and the ability to lead cross functional initiatives in a regulated, mission critical environment. You will be responsible for ensuring continuous operational excellence, regulatory compliance, and customer service, while driving improvements across systems, processes, and technology.

What You’ll Do
Strategy & Leadership
• Define, communicate, and monitor MCCA’s strategic planning (objectives, KPIs, programs, and initiatives), aligned with the parent company’s pillars.
• Lead and oversee the execution of the organizational strategy, ensuring measurable and timely outcomes.
• Define, execute, and monitor the budget for Operations and Technology.
Operations & Payments
• Ensure the continuous and correct operation of transaction authorization, clearing, and settlement processes among participants.
• Execute and oversee same day clearing and settlement processes.
• Perform proactive, detailed monitoring of daily operations, generating insights and recommendations for optimization.
Technology & Infrastructure
• Develop, communicate, and implement the IT strategy, including policies, standards, tools, and performance indicators.
• Ensure availability, reliability, and maintenance of core systems, terminals, and infrastructure.
• Manage required system, messaging, and documentation changes, internally or with external providers.
Client & Stakeholder Management
• Provide high quality internal and external customer service, addressing inquiries, requests, and incidents.
• Identify and manage client needs related to service channels and products.
• Prepare and present operational performance reports, channel availability, and transaction volumes to the Operations and IT Committees.
Risk, Compliance & Continuity
• Ensure compliance with Business Continuity and Information Security Responsibility Standards.
• Guarantee that continuity and emergency plans are developed, tested, and executed to restore operations within defined timeframes.

About You
Core Attributes
• Action oriented and results driven, with a strong sense of ownership and accountability.
• Strong problem solving skills, with an innovation mindset and focus on continuous improvement.
• Agile and adaptable, comfortable operating in dynamic and regulated environments.
• Client centric, with experience delivering high quality service in critical operations.
Education & Certifications
• Bachelor’s degree in Systems Engineering, Electronic/Electrical Engineering, Telecommunications, or related fields.
• Preferred specialization in Project Management, Business Management, IT Management, Telecommunications, or Software Development.
• Information security training.
• Certifications such as ITIL, COBIT, PMP are highly valued.
Technical & Professional Skills (Desirable)
• Strategic and operational management.
• Project management.
• Operating systems and information systems.
• Networks and telecommunications.
• Systems analysis, databases, and standards/procedures.
• English proficiency B2 or higher.
• Knowledge of the payments ecosystem is a strong plus.

Experience
• 5–10 years of professional experience in systems and operations roles, preferably in the financial sector.
• Minimum 5 years in managerial or supervisory positions within financial institutions.
• Proven experience developing technology solutions aligned with business strategy.
• Experience designing and executing IT strategic plans in regulated environments.

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.