Manager - Production Support
MasterCard
Pune, India
14d ago

Overview

This is an opportunity to become part of our global operations leadership team. Our team is responsible for incident reduction and incident response for our global operations.

In this role, we offer exposure to a wide variety of technologies and the opportunity to drive troubleshooting for complex issues.

We focus on the business that our technologies drive in order to understand the potential impact of changes and incidents.

We are looking for a leader who has a passion for quality service as well as the capability to grasp complex technological concepts.

The basics :

  • 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.
  • Your role :

  • Provide objectives that support the overall vision of Operations and Mastercard
  • Inspire the team to drive towards their objectives
  • Provide management and supervision of the daily functions
  • Handle complex customer and operational service issues
  • Provide direction and support required to resolve problems in a timely and efficient manner.
  • Support the staff’s development and career growth. 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 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 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

  • Ability to lead and manage both direct reports as well as across teams
  • Ability to develop future leaders
  • Knowledge of payments industry preferred.
  • Strong customer focus
  • Strong communication skills
  • 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.

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