Senior Manager, Real-Time Service Observability & Incidents

Mastercard; Makati; On-site; PHP 2,500,000 - 4,200,000; Full time

Job summary

Mastercard in Makati, Philippines, seeks a Manager, Service Observability & Intelligence to drive operational excellence for Real Time Payments infrastructure across markets. You will partner with Customer Success, Tech Ops, and Engineering to monitor performance, incidents, and risk.

The role requires deep ITSM experience, ability to coordinate cross-functional teams, and strong communication during incidents, with focus on SLAs, risks, and continual improvement.

Qualifications

• 8 years+ experience in IT Service Management or relevant roles.
• Experience in supporting mission-critical payment systems or high-throughput APIs.
• Track record of incident response and post-incident reviews.
• Ability to communicate clearly with regulators and external partners during critical events.

Responsibilities

• Coordinate incident resolution and root cause analysis across internal teams.
• Manage the flow of information to customers with timely, accurate updates.
• Oversee service performance, SLAs, and regulatory/compliance alignment.
• Maintain RTPI Service Risk Register and drive continual improvement plans.
• Serve as 24/7 critical incident escalation point and ensure service stability.

Skills

IT Service Management

Incident management

Stakeholder management

Communication during incidents

Risk identification

KPI/SLAs monitoring

Regulators & partners liaison

Education

ITIL certification

Job description

Mastercard in Makati, Philippines, seeks a Manager, Service Observability & Intelligence to drive operational excellence for Real Time Payments infrastructure across markets. You will partner with Customer Success, Tech Ops, and Engineering to monitor performance, incidents, and risk.

The role requires deep ITSM experience, ability to coordinate cross-functional teams, and strong communication during incidents, with focus on SLAs, risks, and continual improvement.