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
Information Security Operations Analyst (IAM)
Overview
• Responsible for delivering and improving Identity & Access Management (IAM) access services through operational optimization, standardization, and automation support.
• Executes continuous improvement initiatives that reduce cycle time, rework, and escalations while improving user experience and control adherence.
• Partners with application teams, engineering, governance, and service management to ensure access services are reliable, scalable, and auditable.
Responsibilities
• Support end-to-end access request fulfillment optimization while ensuring consistent execution against SOPs and controls.
• Identify service friction points using ticket trends and stakeholder feedback; deliver incremental improvements.
• Execute process enhancements such as SOP updates, workflow adjustments, and knowledge article maintenance.
• Perform structured triage and contribute to root cause analysis (RCA) with guidance for complex cases.
• Maintain operational quality controls to ensure accuracy, compliance, and audit readiness.
• Develop and deliver regular service reporting and escalate risks early.
• Execute UAT and validation activities for changes impacting access workflows.
• Collaborate with Resolution teams and Engineering to document and track defects.
• Serve as an SME for day-to-day access operations and tooling features.
• Provide informal guidance to new team members as needed.
Deliverables / Outcomes
• Measurable reduction in rework, escalations, or repeat access issues.
• Accurate and current SOPs, runbooks, and knowledge articles.
• Consistent, reliable reporting with actionable insights.
• Demonstrated adherence to controls and audit requirements.
• Effective contribution to RCAs and corrective actions.
• Successful execution of UAT and validation activities.
Scope & Autonomy
• Independently executes defined tasks and improvement items.
• Escalates ambiguous or high-risk issues appropriately.
• Leads small, well-scoped improvements end-to-end.
All about you-Experience
• Experience in IAM operations, access provisioning, or service management.
• Exposure to ITSM practices and queue-based operations.
• Working knowledge of IAM lifecycle concepts.
Core Skills
• Strong process discipline and attention to detail.
• Analytical and data-driven mindset.
• Clear written and verbal communication skills.
• Structured problem-solving approach.
• Effective collaboration across teams.
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.
