Director Enterprise Operations

Mastercard•New York, NY

44d

About The Position

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

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.
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.
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.
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.
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.
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.
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.
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.
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.

Benefits

insurance (including medical, prescription drug, dental, vision, disability, life insurance)
flexible spending account and health savings account
paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire
10 annual paid U.S. observed holidays
401k with a best-in-class company match
deferred compensation for eligible roles
fitness reimbursement or on-site fitness facilities
eligibility for tuition reimbursement
annual bonus or commissions depending on the role