Manager, Technology Service Management

About the role

Mastercard is seeking a Manager, Technology Service Management to lead the Real‑Time Payments Infrastructure (RTPI) managed service for the APAC region. The role ensures service excellence, resilience, and continuous improvement across the RTPI portfolio, supporting critical national payment infrastructure.

Key responsibilities

• Maintain up‑to‑date technical and operational knowledge of the RTPI managed service to ensure smooth operations and proactive risk management.
• Execute Mastercard and RTPI service standards locally, leveraging service mapping and impact assessments to promote testing and resilience.
• Review and gatekeep all service changes, ensuring complete assessments, logical scheduling, and readiness for execution.
• Communicate change information clearly to customers and internal stakeholders, securing timely approvals and monitoring execution.
• Collaborate with customer support and backend teams on RTPI‑related incidents, driving timely resolution, meeting SLAs, and providing clear RCA communication.
• Monitor information flow to customers, maintaining strong relationships through accurate and timely updates.

Required profile

• Proven experience managing technology services in a critical‑infrastructure environment.
• Strong ability to explain complex technical issues and root‑cause analyses to customers.
• Excellent communication and stakeholder‑management skills.
• Detail‑oriented with a focus on service quality and continuous improvement.

Required skills