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Incident Management
MasterCard
O'fallon, MO, United States
Job Details - this job has expired, please see similar jobs below
Who is Mastercard?
We are the global technology company behind the world’s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.
Incident Management
Overview
The Senior Analyst, Incident Management, provides dedicated incident support to business partners and customers. The Senior Analyst drives customer satisfaction through professionalism, timely responses and end to end resolution of issues. The Initial scope of the role includes revenue and billing incidents within the scope of the Global Business Service Center, with potential increase in responsibilities to support other functions.
Role
• Listens and communicates customer needs in order to recommend and implement solutions.
• Establishes routines with operations and business partners to enable service updates related to enhancements, automation, key projects and incident resolution.
• Proactively engages operations and customers to track and resolve incidents and production issues.
• Responds to escalated inquiries, partnering with subject matter experts, to drive outcomes.
• Operates using metrics and key performance indicators.
• Independently analyzes data and researches trends to identify risks.
• Oversees enterprise resilience, as well location fail-over and redundancy plans.
• Leverages Salesforce, SharePoint, GSM, ALM and other systems to streamline interactions.
All About You
•Bachelor's Degree in Finance, Accounting, Management or relevant field.
•Passionate about customer service excellence with proven record within a diverse, global company.
• Ability to perform complex issue resolution.
• Background that includes process and control design, as well as improvements and enhancements.
• Possesses advanced communication skills.
• Collaborator and relationship builder.
Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.