AssociateSpecialist,ProductOperations-3

**Our Purpose** _Mastercard powers economies and empowers people in 200 + countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential._ **Title and Summary** ### Associate Specialist, Product Operations-3 ### Role Overview As an Associate Specialist in the XBS Transmission team, you will operate as Level 2 support, managing Global transaction operations across 170+ countries and 180+ RSPs. In this dual capacity, you will address incidents from initial assessment through advanced escalation, perform comprehensive troubleshooting for technical and systemic transaction issues, and lead root cause analysis (RCA) for critical business incidents. This position requires strong analytical abilities, expert technical skills, and proactive collaboration with cross-functional teams to ensure smooth transaction flows and drive ongoing process enhancements. ________________________________________ Key Responsibilities Advanced Incident Management • Monitor transaction flows and proactively detect anomalies or SLA breaches. • Own escalated cases from L1 and drive resolution within defined SLAs. • Perform in-depth troubleshooting for complex transaction failures, routing anomalies, and systemic issues. • Conduct RCA for high-impact incidents and document findings for leadership review. • Maintain and update RSP error codes and support TOT inquiries. Process Optimization & Automation • Identify recurring issues and propose automation or workflow enhancements. • Lead pilots for process improvement initiatives and collaborate with engineering teams for implementation. • Maintain and refine SOPs for L1 and L2 tea