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

- 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.

📌 Information Security Operations Analyst (IAM) (Bogotá)
🏢 Denmark: Mastercard Payment Services Denmark
📍 Bogotá