Director, Enterprise Operations - Network Site Reliability Engineering

Overview

The Data Center & Network Services organization is looking for a Director of Network Site Reliability Engineering to lead a global operations team. Mastercard’s Network infrastructure operates globally. This role requires strong people leadership skills, experience leading network operations organizations, network systems health check validations, troubleshooting issues, and optimizing performance to support the organization's mission-critical operations.

• 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., Service Now, Pager Duty, 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.

• 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.

The NOC will be a fast-paced, dynamic environment, often requiring quick decision-making and problem-solving. The role may involve working in a command center setting, monitoring systems, coordinating with various teams, and ensuring optimal network performance and security.

Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks come with inherent risk. The successful candidate must:

• Abide by Mastercard’s security policies and…