Associate Specialist, Product Operations

1- Overview

• 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.

• Experience in customer support, demonstrating a consistent commitment to addressing client needs and ensuring satisfaction.


• Familiarity with industry-standard tools, with experience in Salesforce considered a strong advantage.


• Highly result-oriented and self-driven, with a demonstrated analytical approach to problem-solving and decision-making.


• Excellent interpersonal skills, enabling effective collaboration with team members and stakeholders.


• Strong 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.

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.