Mastercard

3 weeks ago

Director, Service Observability & Intelligence

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead the RTPI Market Customer Performance function for six live markets, ensuring operational excellence and customer satisfaction for Real-Time Payments Infrastructure services after acceptance (“Day 2” onward). Serve as the liaison between Customer Success and technical teams, oversee service performance and SLA compliance, manage incident and issue leadership with root cause analysis, and drive risk, continual improvement, reporting, and capacity planning. Provide 24/7 escalation support for critical incidents and governance for service changes.

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Act as liaison between Customer Success and technical teams (Business Ops, Tech Ops, Engineering) to coordinate service operations.
•Coordinate and quantify customer impact from incidents and ensure timely, accurate communications in line with regulatory and contractual requirements.
•Oversee service performance adherence, ensuring high-quality service and compliance with service levels and OLAs.
•Lead incident & issue leadership, coordinating resolution and root cause analysis across internal teams and managing information flow to customers.
•Drive service risk and continual improvement: maintain the service risk register, develop improvement plans, produce service reports, monitor KPIs/SLAs, and lead capacity forecasting and planning.

Key Requirements

•Track record of making swift, informed decisions during incidents and service disruptions.
•Experience building relationships with senior stakeholders, regulators, and external partners.
•Proven experience managing incident response, root cause analysis, and post-incident reviews.
•Strong background in risk identification, assessment, and mitigation strategies.
•Familiarity with regulatory compliance and reporting obligations in the local market.

Experience:Digital paymentsReal-time paymentsPayments infrastructureMulti-marketRegulated services

Skills:Stakeholder managementIncident decision-makingCustomer escalation managementCommunicationRisk management

Certifications:ITIL

Company Brief

Mastercard

Mastercard is a global payments and technology company that processes transactions, provides fraud prevention and data services, and builds payment infrastructure for consumers, businesses, merchants and governments across 200+ countries.

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Purchase, New York, United States

Founded: 1966

Glassdoor: 4.1

Website LinkedIn Glassdoor

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Mastercard

3 weeks ago

Director, Service Observability & Intelligence

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Act as liaison between Customer Success and technical teams (Business Ops, Tech Ops, Engineering) to coordinate service operations.
•Coordinate and quantify customer impact from incidents and ensure timely, accurate communications in line with regulatory and contractual requirements.
•Oversee service performance adherence, ensuring high-quality service and compliance with service levels and OLAs.
•Lead incident & issue leadership, coordinating resolution and root cause analysis across internal teams and managing information flow to customers.
•Drive service risk and continual improvement: maintain the service risk register, develop improvement plans, produce service reports, monitor KPIs/SLAs, and lead capacity forecasting and planning.

Key Requirements

•Track record of making swift, informed decisions during incidents and service disruptions.
•Experience building relationships with senior stakeholders, regulators, and external partners.
•Proven experience managing incident response, root cause analysis, and post-incident reviews.
•Strong background in risk identification, assessment, and mitigation strategies.
•Familiarity with regulatory compliance and reporting obligations in the local market.

Experience:Digital paymentsReal-time paymentsPayments infrastructureMulti-marketRegulated services

Skills:Stakeholder managementIncident decision-makingCustomer escalation managementCommunicationRisk management

Certifications:ITIL

Company Brief

Mastercard

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Purchase, New York, United States

Founded: 1966

Glassdoor: 4.1

Website LinkedIn Glassdoor