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
Technical Program Manager – Jira Product Strategy
Overview
This role provides Tier 1 and Tier 2 support for Jira Cloud users across Mastercard programs, ensuring seamless onboarding, issue resolution, and vendor coordination. The specialist will work closely with engineering, product, and vendor teams to maintain operational excellence and drive adoption of Jira Cloud and integrated tools like Aha! and X-ray.
Role
• Serve as the primary contact for Jira Cloud support , handling Remedy tickets, onboarding queries, and user escalations.
• Facilitate onboarding of programs to Jira Cloud, including license validation, test case migration, and user provisioning.
• Conduct demos and office hours to guide users through Jira workflows and integrations.
• Partner with engineering teams to troubleshoot configuration issues, permission models, and data sync errors between Jira and Rally/Aha
• Support CRQ planning and execution for Jira schema updates, field validations, and migration logic enhancements.
• Monitor and clean up orphaned work items, duplicate epics, and initiatives across programs using Domo reports and Confluence documentation.
• Maintain Confluence pages for support instructions, banner updates, and workaround documentation.
All About you
• 3+ years of experience in Jira Cloud administration or support.
• Familiarity with Aha!, X-ray, and Rally integrations.
• Strong understanding of Agile workflows, issue hierarchies, and permission models.
• Experience with CRQ processes, onboarding coordination, and data validation.
• Ability to communicate effectively with global teams and vendors.
• Proficiency in Confluence, Remedy, and reporting tools like Domo or EasyBI.
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.