Director - Operations and Resiliency Lead

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

Director - Operations and Resiliency Lead

Director - Operations & Resiliency Lead

About the Role

The Cross Border Services Engineering team is seeking a Director, Operations & Resiliency Lead to transform platform stability, operational resiliency, and risk management across our global technology landscape. This role will provide centralized leadership and accountability for operational governance, incident management, change control, risk and controls oversight, security remediation, and third-party risk management.

The successful candidate will drive a proactive, risk-based approach to operational excellence, ensuring that resiliency, reliability, and strong controls are embedded across engineering and operational processes while accelerating continuous improvement through automation and standardization.

Key Responsibilities

• Define and execute the operational resiliency strategy, identifying systemic risks, control gaps, and opportunities to improve platform stability.
• Establish and maintain a centralized governance model for incidents, ensuring effective tracking, prioritization, and closure of remediation actions.
• Own enterprise-wide change management governance, driving disciplined risk assessment, approval, and execution of production changes.
• Lead operational risk and controls programs, including oversight of vulnerabilities, audit findings, compliance commitments, and remediation activities.
• Manage third-party operational risk across critical vendors and service providers.
• Lead SRE and operational governance functions to improve availability, reliability, recovery readiness, and operational discipline.
• Drive automation, standardization, and process improvements to enhance operational efficiency and reduce risk.
• Develop and provide executive reporting on operational health, resiliency metrics, risk exposure, control effectiveness, and remediation progress.

Qualifications

• 10+ years of experience in technology operations, site reliability engineering, operational risk, controls, governance, or related leadership roles.
• Proven experience leading resiliency, incident management, change governance, and risk management programs at scale.
• Strong understanding of operational risk frameworks, controls, security governance, and production operations.
• Ability to influence and drive alignment across engineering, product, operations, and business stakeholders.
• Strong executive communication, leadership, and stakeholder management skills.

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.