Senior Analyst, Technology Account Management

Senior Analyst, Technology Account Management

Role Overview:

• Support the end-to-end technology and operational relationship with assigned customers in Singapore and the region.


• Act as a trusted partner by understanding customer environments, business priorities, and operational needs.


• Collaborate with Sales and Customer Success teams to ensure effective service delivery and high customer satisfaction.

• Independently execute key elements of projects and processes within the Technology Account Management function.


• Track and manage customer incidents, coordinating with internal technical teams to drive timely resolution.


• Coordinates with internal teams to escalate complex or high-risk issues appropriately to ensure effective outcomes.


• Support release communications and customer readiness activities for new or enhanced products and services.

• Maintain accurate and up-to-date customer technical documentation and engagement records.


• Assist in preparing and supporting Quarterly Operational Reviews (QORs) and other customer engagements.


• Provide basic product guidance, training, and operational support to help customers maximize value from their technology investments.

• Contribute to process improvement initiatives to enhance service quality, operational efficiency, and customer experience.


• Contribute to solution development for new products or services where applicable.


• Manage smaller projects or initiatives, applying specialized knowledge and industry best practices.


• Guide and support junior team members through knowledge sharing and informal coaching.

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related discipline. 


• Prior experience in the payments industry or related fields would be required. 


• Strong knowledge of card and digital payments, including transaction flows, processing, and card operations. 


• Experience working with international card schemes or payment processors is a plus. 


• Demonstrated experience in coordinating, tracking, and managing projects, as well as supporting customer operations and production environments. 


• Proven ability to manage technical implementations and navigate complex, matrixed organizations to resolve issues and support operations. 


• Strong collaboration skills across cultures, time zones, and organizational levels. 


• Familiarity with Mastercard or other payment products and services is an advantage. 


• Customer-focused mindset with ability to translate needs into solutions. 


• Excellent communication skills with fluency in English. 

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.