Director Enterprise Operations

Mastercard•New York, NY

47d

About The Position

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. Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all. The Data Center & Network Services organization is looking for a Director of Network Command and Control Mastercard’s Network infrastructure globally. This role requires strong people leadership skill, experience leading network operations organizations, network systems health check validations, troubleshooting issues, and optimizing performance to support the organization's mission-critical operations.

Requirements

Degree in Computer Science, Information Technology, or related field (Master’s preferred).
Advanced experience in network operations, with at least 5 years in a leadership role.
Strong understanding of network infrastructure and technologies
Excellent crisis leadership and decision-making under pressure.
Experience with ITIL processes, especially Incident and Problem Management.
Outstanding communication and coordination skills.
Familiarity with incident management tools and dashboards.
Excellent leadership, communication, and analytical skills.
Willingness to work in a shift-based environment, including nights, weekends, and holidays as required.

Responsibilities

Incident Command & Coordination
Take ownership of major network incidents (e.g., outages, degradations).
Act as the single point of control during high-priority or crisis situations.
Drive the incident response process across multiple teams (NOC, engineering, vendors, etc.).
Ensure all incident participants are aligned on roles, responsibilities, and actions.
Rapid Service Restoration
Focus on minimizing Mean Time to Repair (MTTR).
Ensure implementation of workarounds or mitigations to restore services as quickly as possible.
Lead technical bridge calls or war rooms to troubleshoot and resolve issues in real time.
Stakeholder Communication
Provide real-time updates to internal stakeholders (senior leadership, operations, customer care).
Escalate critical issues to executive management as needed.
Coordinate external communications (e.g., customer updates, regulatory bodies) when required.
Documentation & Reporting
Ensure all incident activities, timelines, and decisions are documented accurately.
Deliver detailed post-incident reports (PIRs) and root cause analyses (RCAs).
Track actions and lessons learned from incidents to improve future responses.
Incident Trend Analysis & Prevention
Monitor patterns in network incidents and identify recurring issues.
Recommend and drive preventive measures or systemic fixes with engineering teams.
Improve incident detection and response processes.
Process Improvement & Readiness
Maintain and refine incident management procedures, playbooks, and escalation paths.
Ensure teams are trained on incident response protocols.
Conduct simulated incident drills to test response effectiveness and readiness.
Tool & System Oversight
Utilize and oversee tools used for incident detection, alerting, and tracking (e.g., ServiceNow, PagerDuty, Netcool, etc.).
Ensure that monitoring systems are correctly configured to trigger timely alerts for critical events.
Cross-Team and Vendor Coordination
Coordinate with external vendors, third parties, or partners when incidents impact shared infrastructure or services.
Manage contractual SLAs and ensure accountability for third-party incident responses.
Governance and Compliance
Ensure incident handling aligns with internal policies and regulatory requirements (e.g., telecom regulations, security frameworks).
Participate in audits and provide evidence of incident management compliance when required.