Join Mastercard, a global leader powering economies and empowering people across 200+ countries. We are dedicated to building a sustainable economy where everyone can prosper through secure, simple, smart, and accessible digital payment solutions. Our innovative technology, strong partnerships, and extensive networks enable individuals, businesses, and governments to reach their full potential.

We are seeking a Senior Technical Program Manager to provide expert Tier 1 and Tier 2 support for Jira Cloud users. This role is crucial for ensuring seamless onboarding, efficient issue resolution, and effective vendor coordination across various Mastercard programs. You will collaborate closely with engineering, product, and vendor teams to maintain operational excellence and champion the adoption of Jira Cloud and integrated tools like Aha! and X-ray.

As a Senior Technical Program Manager, you will be the primary point of contact for Jira Cloud support, managing Remedy tickets, addressing onboarding inquiries, and handling user escalations.

Your responsibilities will include facilitating the onboarding of programs to Jira Cloud, which involves license validation, test case migration, and user provisioning. You will also conduct demos and office hours to guide users on Jira workflows and integrations.

Collaborate with engineering teams to troubleshoot configuration issues, permission models, and data synchronization errors between Jira and Rally/Aha. Support CRQ planning and execution for Jira schema updates, field validations, and migration logic enhancements.

Coordinate with vendors to resolve plugin issues, validate architecture diagrams, and ensure adherence to Mastercard’s security standards. You will monitor and clean up orphaned work items and duplicate epics using Domo reports and Confluence documentation, while also maintaining Confluence pages for support instructions and workaround documentation.

The ideal candidate possesses 5+ years of experience in technical program management, ideally within enterprise software or Agile environments. A deep understanding of Jira Cloud, Aha!, Rally, and the broader Atlassian ecosystem is essential.

We are looking for proven experience with enterprise migration programs, CRQ processes, and dependency tracking. Strong analytical skills are required, along with proficiency in tools such as Domo, EazyBI, and Confluence. Excellent communication and stakeholder management skills for engaging with global teams are also vital.

Familiarity with CAB processes, onboarding calendars, and OKR tracking is beneficial. This role requires active engagement with vendor contacts and internal stakeholders for escalations and enhancement discussions. Adherence to Mastercard’s corporate security policies and practices is mandatory.