Field Operations Engineer - London, United Kingdom - MasterCard

Description

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.

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.

RTP INT Technology and Operations Services (engineering co-founder) - SVPOverview

Real Time Payments RTP INT (VIL) will be an operating programme under the P&E model and also an operating entity for six current international real time 'live service' markets as part of the overall Mastercard Real Time Payments (RTP) portfolio.

The services, whilst stated as RTP, also cover other products and these include Real Time payments, Bulk and Batch (BPS), Data Feed Manager (DFM), Proxy Database Services (PDS) and also various User Interface solutions (UI).

The market countries are a mix of software supplied (four) sales and managed services.

The RTP INT Technology and Operations role is a senior management role, with a reporting line to the RTP INT Entity Exec - Real Time Payments.

The role will be responsible for developing the Operations & Technology strategy and delivery models to meet the margin growth and service excellence and live operational management needs of RTP International customers.

This role will have the responsibility for the day-to-day management of the VIL RTP International services, as part of the RTP INT entity and programme.

It will also act as cover and designated alternate Technology lead for the RTP INT Entity Exec - Real Time Payments role.

A clear and robust Technology strategy across the RTP live markets

• Partnering across multiple internal functions to coordinate activities linked to RTP live services and stability and those technology services supplied via wider Mastercard and Technology eg. Biz Op's, Technology, Customer Services, Tech Op's.
• Enhancing our internal technology services provided from key stakeholders and influencers
• Demonstrating thought leadership and the ability to evolve the technology, services, resilience and margin growth (cost vs revenue demands of RTP INT products/services)
• Negotiate outcomes that impact performance for the Technology function
• The main responsibilities of the product focus will be responsible for defining the overall technology strategy, defining the technology roadmap, designing product and technical enhancements (estimates and backlogs) to achieve margin and growth of the business. End to end responsible for RTP technology and services within scope of the current live markets and under the remit of the RTP VIL entity.
• Oversee daily technology and business operations of the company and evaluate performance by analyzing and interpreting data and metrics
• Responsible for the end-to-end delivery of all software development and changes
• Ensure a robust and forward-looking IT strategy is in place to focus the business on leading innovation for the industry
• Support the Product and CAM lead in complex, high impact negotiations, execution of the customer contracts, leveraging and collaborating with global resources.
• Ensure the development, take-up and consistent use of best practice in technology, product and engineering and service delivery management approaches.
• Undertaking budgeting and reporting through appropriate review cycles for all products / services and countries.
• Develop the capability, functionality, and capacity for growth in current and future service offerings; deliver approved programmes to time, cost and quality baselines.
• Responsible for the build, deployment, and maintenance of all RTP INT solutions, required to meet current and future demand
• Maintain a cost effective balance of resources by selecting and engaging permanent, contract, and partner staff.
• Ensuring that the Customer Service Support and Operational Relationships, Service Assurance and Transition, ITSM processes and the 24 x 7 1st line Operational Response are operating effectively – as they are supplied through a complex matrix within Mastercard
• Responsible for assuring the service availability and SLAs for all RTP INT services and countries
• Responsible for building capabilities within team in 1st line operational business and 1st line technology risk capability
• Ensure robust controls to mitigate operational risk and regularly trial business continuity procedures.
• Drive continuous improvements in customer service and ensure that all customers receive the same high level of care and a consistent experience
• Responsible for Systems Platform Architecture - business engagement, service design, technology architecture and vendor engagement
• Determine and sponsor key business technology and operational initiatives as opportunities arise taking into account the company's commercial position; Experience in payments and managed service environments (with implementation of account-to-account payments and associated applications of particular merit).
• Ability to articulate themselves clearly and concisely to a broad range of senior and junior stakeholders, acting as a bridge as well as guide for the implementation of new capabilities.
• Problem solving – excellent analysis and deductive skills
• Extensive customer facing experience including extensive account management – passion for excellence.
• Experience supervising, developing and coaching Customer Account Management / Relationship Management teams to serve complex countries/regions.
• Skilled at building high performing teams and developing top talent, ensuring compliance to goal setting and performance processes.
• Experience supporting senior leadership team with key strategic decisions.
• .
• Educated to degree level or equivalent experience in a relevant field.
• Postgraduate qualification (MBA or equivalent in a relevant field).

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;