Description
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
Associate Specialist, Product Operations OverviewThe Global Transmission team is responsible for maintaining uninterrupted transmission operations around the clock through a structured 24/7 shift schedule. As the first point of contact for operational incidents, inquiries, and notifications, team members play a critical role in safeguarding service continuity for a global client base. This position is ideal for professionals seeking dynamic, high-responsibility roles in a fast-paced, operational environment.
The Role
- Serves as the first point of contact for operational incidents, inquiries, and notifications, ensuring timely and professional interaction with stakeholders.
- Conducts initial analysis and troubleshooting to resolve issues as quickly as possible.
- Records all actions and solutions in the Business Impact Report for transparency and future reference.
- Escalates complex or unresolved issues to the relevant teams, providing detailed documentation such as error logs, steps to reproduce, and impact evaluations.
- Tracks all open incidents and service requests based on established SLA/TAD standards, reporting any breaches in real time to help prevent operational risks.
- Prepares accurate and prompt reports on incidents, outages, and SLA/TAD breaches.
- Creates and shares advisories with internal teams and stakeholders to maintain ongoing operational visibility.
- This team provides 24 by 7 global support with rotational shifts schedules as follows:
Morning Shift: 6am - 3pm
Mid-day Shift : 2pm - 11pm
Night Shift: 10.30pm - 7.30am
- Hybrid working arrangements (3 days in office, 2 days working from home). Working location is at Pasig, Philippines.
All about You:
- Experience in customer support, demonstrating a consistent commitment to addressing client needs and ensuring satisfaction.
- Experience in data analysis and regular data reporting through the use of tools such as Excel and any dashboards is a must. Familiarity with industry-standard software such as Salesforce will be an added advantage.
- Highly result-oriented and self-motivated, with a demonstrated analytical approach to problem-solving and decision-making.
- Great interpersonal communication skills, enabling effective collaboration with team members and stakeholders.
- Excellent communication abilities in English, both written and oral, ensuring clear and professional interactions.
- Self-motivated and capable of maintaining high performance even under pressure, consistently meeting deadlines and targets.
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.
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