Enterprise Operations Engineer I - MasterCard

Our Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results. Title and Summary Enterprise Operations Engineer I Overview • This Job demands L1 Application Support, Alert handling, Monitor application health check and involvement in any Event, Incident and Problem Management Process. • Deliver world class technical support for MasterCard applications and infrastructures, enabling growth, diversification and new business generation. • Provide 24x7x365 support for MasterCard applications; with focus on minimizing impact to Customers and internal users. • Monitor the application and infrastructure, and be a key stakeholder in MasterCard Incident and Change Management processes. • Regularly perform data analysis to determine MasterCard’s performance and identify areas of improvement. • Have you worked in a Production Support Environment? • Do you like to triage and drive events to resolution? • Do you like to interact with Customers, vendors, and support teams on a global scale? Role • Perform L1 Application Support services on a 24x7x365 basis. Email Based Alert Monitoring - Initial response & triage of alerts using SOP • Validation of CRQ’s using Alerts or Dashboards • Application Performance and Monitoring using Dashboards • Problem Ticket creations & follow-ups for Alerts reductions • Alerts/Volumetric reporting (Bi-weekly, Monthly) • Participation in TRT/Bridge calls for Critical alert resolution • Soft Skills & Situation Management over the phone call • Contribution in Knowledge Management - create/update new or existing SOP • Assign incidents generated by monitoring tools to corresponding application and support teams using SOPs. • Escalate and engage Incident Requests and Change Requests to respective application teams using escalation matrix. • Communicate and correlate any events triggered during a change window to corresponding application teams to ensure application availability. • Regularly perform data analysis to determine Customer’s program performance and identify areas of improvement • Increase quality of work through streamlining of processes, reducing alert counts, innovating wherever/whenever possible, and through various other continuous improvement opportunities. • The approved service management tool(s) (e.g., Remedy) will serve all specific incidents, changes and service requests. • Person should be ready to work in Shifts. All about You • Bachelor’s Degree or equivalent work experience. • Basic understanding of UNIX scripting • Experience on batch scheduling & Monitoring • Basic understanding of SQL/Oracle or any other relational database • Knowledge on tool monitoring (Splunk, Dynatrace & Omnibus) • Effective problem and troubleshooting skills • Knowledge of ITSM best practices • Effective written and verbal communication skills • Effective interpersonal skills. Secondary skills (Good to have) - • Knowledge of Mainframe skills – JCL, OPC/CA7 (Job Scheduler) • Alert Tools – Xmatters , Nagios , Azure Monitor , IPMON, Zabbix, Python Mastercard is an inclusive equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly. 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. In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more. Everyone wants easier ways to pay; we invent them. Checkout lines are slow; we speed them along. Merchants want more sales; we give them data and insights. People need financial access; we connect them. Corporate purchasing is complicated; we make it simple. Commuters are busy; we speed them on their way. Governments need greater efficiencies; we help create them. Small businesses are virtual; we give them access to a world of buyers. Retailers want to fight fraud; we provide the tools.