Associate Specialist – Product Operations (Level 2 Support)

About the role

Mastercard is seeking an Associate Specialist for its Product Operations team to provide Level 2 support for global transaction operations. You will manage incidents, conduct root‑cause analysis, and collaborate across functions to ensure smooth transaction flows across more than 170 countries.

Key responsibilities

• Monitor transaction flows, detect anomalies, and address SLA breaches.
• Own escalated cases from L1, perform deep troubleshooting, and resolve complex transaction failures.
• Lead root‑cause analysis for high‑impact incidents and document findings for leadership.
• Identify recurring issues, propose automation or workflow enhancements, and pilot process‑improvement initiatives.
• Maintain and update RSP error codes, SOPs, and ensure accurate incident documentation.
• Collaborate with Transmission, BizOps, Treasury, and RSP network managers, providing technical guidance to L1 teams.
• Prepare detailed RCA reports, impact assessments, and ensure compliance with audit requirements.

Required profile

• Bachelor’s degree or related field.
• 4+ years of experience in transaction operations or similar environments.
• Strong analytical abilities and problem‑solving skills.
• Proactive collaboration and effective communication with cross‑functional teams.

Required skills