Director, Enterprise Operations at Mastercard

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

Director, Enterprise Operations

Job Description Summary:

Director, Enterprise Operations

Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Overview:

The Data Center & Network Services organization is looking for a Director of Network Command and Control Mastercard’s Network infrastructure globally. This role requires strong people leadership skill, experience leading network operations organizations, network systems health check validations, troubleshooting issues, and optimizing performance to support the organization's mission-critical operations.

Responsibilities:

• Incident Command & Coordination

• Take ownership of major network incidents (e.g., outages, degradations).

• Act as the single point of control during high-priority or crisis situations.

• Drive the incident response process across multiple teams (NOC, engineering, vendors, etc.).

• Ensure all incident participants are aligned on roles, responsibilities, and actions.

• Rapid Service Restoration

• Focus on minimizing Mean Time to Repair (MTTR).

• Ensure implementation of workarounds or mitigations to restore services as quickly as possible.

• Lead technical bridge calls or war rooms to troubleshoot and resolve issues in real time.

• Stakeholder Communication

• Provide real-time updates to internal stakeholders (senior leadership, operations, customer care).

• Escalate critical issues to executive management as needed.

• Coordinate external communications (e.g., customer updates, regulatory bodies) when required.

• Documentation & Reporting

• Ensure all incident activities, timelines, and decisions are documented accurately.

• Deliver detailed post-incident reports (PIRs) and root cause analyses (RCAs).

• Track actions and lessons learned from incidents to improve future responses.

• Incident Trend Analysis & Prevention

• Monitor patterns in network incidents and identify recurring issues.

• Recommend and drive preventive measures or systemic fixes with engineering teams.

• Improve incident detection and response processes.

• Process Improvement & Readiness

• Maintain and refine incident management procedures, playbooks, and escalation paths.

• Ensure teams are trained on incident response protocols.

• Conduct simulated incident drills to test response effectiveness and readiness.

• Tool & System Oversight

• Utilize and oversee tools used for incident detection, alerting, and tracking (e.g., Service Now, Pager Duty, Netcool, etc.).

• Ensure that monitoring systems are correctly configured to trigger timely alerts for critical events.

• Cross-Team and Vendor Coordination

• Coordinate with external vendors, third parties, or partners when incidents impact shared infrastructure or services.

• Manage contractual SLAs and ensure accountability for third-party incident responses.

• Governance and Compliance

• Ensure incident handling aligns with internal policies and regulatory requirements (e.g., telecom regulations, security frameworks).

• Participate in audits and provide evidence of incident management compliance when required.

• All About You (Qualifications)

• Degree in Computer Science, Information Technology, or related field (Master’s preferred).

• Advanced experience in network operations, with at least 5 years in a leadership role.

• Strong understanding of network infrastructure and technologies

• Excellent crisis leadership and decision-making under pressure.

• Experience with ITIL processes, especially Incident and Problem Management.

• Outstanding communication and coordination skills.

• Familiarity with incident management tools and dashboards.

• Excellent leadership, communication, and analytical skills.

• Willingness to work in a shift-based environment, including nights, weekends, and holidays as required.

Work Environment
The NOC will be a fast-paced, dynamic environment, often requiring quick decision-making and problem-solving. The role may involve working in a command center setting, monitoring systems, coordinating with various teams, and ensuring optimal network performance and security.

Corporate Security Responsibility:

Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.

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.