Associate Specialist, Product Operations-3

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Associate Specialist, Product Operations-3

Role Overview
As an Associate Specialist in the XBS Transmission team, you will operate as Level 2 support, managing Global transaction operations across 170+ countries and 180+ RSPs. In this dual capacity, you will address incidents from initial assessment through advanced escalation, perform comprehensive troubleshooting for technical and systemic transaction issues, and lead root cause analysis (RCA) for critical business incidents. This position requires strong analytical abilities, expert technical skills, and proactive collaboration with cross-functional teams to ensure smooth transaction flows and drive ongoing process enhancements.

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Key Responsibilities
Advanced Incident Management
• Monitor transaction flows and proactively detect anomalies or SLA breaches.
• Own escalated cases from L1 and drive resolution within defined SLAs.
• Perform in-depth troubleshooting for complex transaction failures, routing anomalies, and systemic issues.
• Conduct RCA for high-impact incidents and document findings for leadership review.
• Maintain and update RSP error codes and support TOT inquiries.
Process Optimization & Automation
• Identify recurring issues and propose automation or workflow enhancements.
• Lead pilots for process improvement initiatives and collaborate with engineering teams for implementation.
• Maintain and refine SOPs for L1 and L2 teams.
Documentation & Reporting
• Ensure accurate and timely updates in incident files, including mandatory fields and advisory tracking.
• Maintain consistency in timestamp formats and transaction logs.
• Contribute to monthly refresher training sessions and SOP adherence.

Cross-Functional Collaboration
• Act as a key liaison between Transmission, BizOps, Treasury, and RSP network managers.
• Provide technical guidance to L1 teams and conduct knowledge-sharing sessions.
• Support integrator and partner teams during major incident resolutions.
Reporting & Governance
• Prepare detailed RCA reports, impact assessments, and advisory communications for stakeholders.
• Ensure compliance with audit requirements and maintain accurate incident documentation.
• Track SLA performance and contribute to operational dashboards.

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Required Skills & Qualifications
• Bachelor’s degree or related field.
• 4+ years of experience in transaction operations, payment processing, or financial systems.
• Strong expertise in troubleshooting tools (Grafana, Splunk, Salesforce) and log analysis.
• Advanced Excel and data visualization skills; ability to interpret large datasets for decision-making.
• Excellent communication and stakeholder management skills.
• Ability to work in rotational shifts and handle high-pressure situations.

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Preferred Attributes
• Proven experience in RCA and incident lifecycle management.
• Familiarity with global payment ecosystems and compliance frameworks.

Pay Range
Mexico City, Mexico: $404,000 - 626,000 MXN

Corporate Security Responsibility

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.