Product Operations Professional

Mastercard

4 - 7 years

11 - 15 Lacs

pune

Posted:1 hour ago| Platform:

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Skills Required

product operations product strategy technical support project management product management incident management quality assurance business analysis data visualization root cause analysis dashboards

Work Mode

Work from Office

Job Type

Full Time

Job Description

Title and Summary

Product Operations overview The Director, Network Products will join a team driving product strategy, roadmap, and execution of the future of Mastercards global core payments network
The payments network is Mastercards core strategic asset, directly driving over $8 billion in revenue and providing the platform for other key products and services
The Product Operations Specialist will be responsible for managing all product incidents and provides support related to Network Products
The Product Incident Specialist is responsible for overseeing the detection, response, and resolution of product-related incidents to minimize customer impact and maintain service quality
This position bridges technical teams, product management, and customer support to ensure timely communication, root cause analysis, and continuous improvement of incident processes
The Product Operationsprimary goal is to restore normal service operation as quickly as possible while minimizing impact on the business
Role:The scope of the responsibilities extends beyond merely addressing incidents as they arise
It encompasses a proactive approach to incident management, including the identification of potential issues before they escalate into significant problems
This involves analyzing incident trends, implementing preventive measures, and collaborating with various teams to enhance overall service quality

Key Responsibilities:

Act as the primary point of contact during product incidents, coordinating cross-functional teams to drive swift resolution
Monitor product performance and proactively identify potential issues before they escalate
Lead incident triage, prioritization, and escalation according to defined SLAs
Maintain accurate and detailed incident records
Communicate incident status, impact, and resolution updates to stakeholders
Conduct post-incident reviews, document root causes, and recommend preventive measures
Collaborate with engineering, QA, and product teams to improve product stability and resilience
Develop and refine incident management processes, playbooks, and reporting metrics
Automation and AI Integration: Simplifying tasks and processes through programming and AI toolsData visualization by turning results into clear reports, dashboards, and visualizations that make insights easy to understand
Communication and collaboration by working closely with different teams to make sure data-driven insights are put into action
Identifying and integrating new datasets to enhance product capabilities

All About You:

Bachelors degree in Computer Science, Information Systems, or related field (or equivalent experience)
Proven experience in incident management, product operations, or technical support is preferred
Strong problem-solving, analytical, and decision-making skills under pressure
Excellent communication and stakeholder management abilities
Familiarity with incident management frameworks is a plus
Experience with monitoring tools, ticketing systems, and root cause analysis techniques

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