Lead Customer Technical Services Analyst

Our Purpose

We work 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. We cultivate a

culture of inclusion

for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Lead Customer Technical Services Analyst

Overview

MasterCard is a technology company in the global payments business. We connect consumers, financial institutions, merchants, governments and businesses worldwide and enable them to use secure and convenient electronic forms of payment.
- Are you technically operationally focused and have experience in critical payments services?
- As you passionate about creating the best Customer Experience?
- Have you built trusted relationships with technology partners and customers?

Customer Technical Service Real Time Payments (CTS RTP) drives 24x7 operational support resolution for Mastercard’s customers.

**Responsibilities**:
You will be an operational liaison during customer impacting events.

In this role you will assume a lead consultative position in the investigation and resolution of technically complex customer product/service issues, concerns and requests escalated by more junior team members.

You will coordinate and deliver weekly service reviews and monthly operational performance reviews with the customer/scheme.

You will be responsible for ensuring customer’s service requests and follow up information is relevant and delivered as per our service level agreements.

You will work closely with second and third level teams.

You will give input and customer feedback on Service improvement, Process improvement which a strong focus on overall quality.

All About You

You should have a strong understand and experience in ITIL methodologies.

Be able to understand and speak to complex technical issues and solutions.

Have strong communication skills and confidently address any customer concerns.

Experience analysing data trends and developing insights for process improvements

Demonstrated ability to implement process improvement initiatives contributing to an elevated customer service experience.

‘’Take ownership’’ of incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.

Ensure Global alignment between you and your peers.

Work on standardizing procedures and ways of working where applicable.

Assisting CTS and Account Manager with customer escalations

Consulting on business and process improvements

Provide Servicing Reporting and conduct Service Review

Analyse trends and patterns in servicing performance for performance optimization

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.