Join Mastercard, a global leader empowering economies and people across 200+ countries. We are dedicated to building a sustainable economy where everyone thrives, offering secure, simple, smart, and accessible digital payment solutions. Our innovative technology, strategic partnerships, and extensive networks combine to deliver unparalleled products and services, enabling individuals, businesses, and governments to achieve their fullest potential.

This role is pivotal in providing essential Tier 1 and Tier 2 support for Jira Cloud users across various Mastercard programs. You will ensure smooth onboarding, efficient issue resolution, and effective vendor coordination. Collaboration with engineering, product, and vendor teams is key to maintaining operational excellence and promoting the adoption of Jira Cloud alongside integrated tools like Aha! and X-ray.

Key responsibilities include serving as the primary contact for Jira Cloud support, managing Remedy tickets, addressing onboarding inquiries, and handling user escalations. You will facilitate program onboarding to Jira Cloud, encompassing license validation, test case migration, and user provisioning. Conducting demos and office hours will guide users through Jira workflows and integrations. Troubleshooting configuration issues, permission models, and data sync errors with engineering teams is crucial. Support for CRQ planning and execution, including Jira schema updates and migration logic enhancements, will be part of your role. You'll also coordinate with vendors to resolve plugin issues and ensure compliance with security standards, while monitoring and cleaning up work items using reporting tools and documentation. Maintaining Confluence pages with support instructions and workaround documentation is also expected.

We are seeking a seasoned professional with over 5 years of experience in technical program management, ideally within enterprise software or Agile settings. A deep understanding of Jira Cloud, Aha!, Rally, and the broader Atlassian ecosystem is essential. Proven experience with enterprise migration programs, CRQ processes, and dependency tracking is highly valued. Strong analytical capabilities, coupled with proficiency in Domo, EazyBI, and Confluence, are required. Excellent communication skills and the ability to manage stakeholders effectively across global teams are a must. Familiarity with CAB processes, onboarding calendars, and OKR tracking is beneficial, as is experience engaging with vendor contacts and internal stakeholders for escalations and enhancements.