Head of Real-Time Service Observability & Intelligence

Mastercard

Makati

On-site

PHP 1,800,000 - 3,000,000

Full time

3 days ago

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Job summary

Mastercard in Makati is seeking a Manager, Service Observability & Intelligence to lead 24/7 operations for Real Time Payments infrastructure. You will partner with Customer Success, Tech Ops and Engineering to monitor service health, incidents and post-incident reviews, driving improvements and ensuring SLA adherence across markets.

Responsibilities include coordinating incident resolution, communicating impact clearly to customers, and maintaining the RTPI Service Risk Register.

Qualifications

8+ years in IT Service Management or similar roles.
Experience with large-scale payment systems or high-throughput APIs is preferred.
Strong incident response, root cause analysis and post-incident review experience.
Ability to communicate clearly with customers during critical events.
Experience working in multi-market or global environments.

Responsibilities

Act as liaison between Customer Success and Technical teams (Business Ops / Tech Ops / Engineering).
Coordinate and quantify customer impact from incidents and ensure timely communications with accurate service impact details.
Oversee service performance adherence and compliance with SLAs.
Identify service risks and drive improvement actions.
Coordinate and produce service reports and capacity planning.
Provide governance for RTP service changes and ensure changes are tested and executed properly.