Senior Enterprise Operations Engineer

• Provide 24x7x365 technical operations support for MasterCard's global infrastructure; with focus on minimizing impact to Customers and internal users.
• Monitor the 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 control center 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?
• Monitors the Mastercard networking environments to always ensure a consistently high level of service to meet established SLA's
• Troubleshoots and resolves issues

ROLE
• Provides technical support and maintenance for Mastercard's operations environment with an emphasis on networking technologies of diverse scopes
• Monitors the performance of traffic, systems, and central site processing, addressing anomalies detected
• Engages in and improves the whole lifecycle of services from inception and design, through deployment, operation, and refinement
• Reviews current toolsets to identify gaps and consult with core support teams to identify timely and cost-effective solutions
• Interfaces with customers to provide the full spectrum of ITSM-related practices, including incident, problem, change and capacity management, and reporting activities
• Assists in scaling systems through mechanisms like automation and improving reliability and efficiency
• May manage small-sized initiatives and independently contributes to system-level programs in support of database development and production support

ALL ABOUT YOU
• Experience providing advanced technical support and maintenance for networking technologies within the operations environment, including complex escalations
• Experience identifying, evaluating, and implementing automation opportunities
• Experience identifying areas for operating enhancements, recommending improvements to management, and implementing project support changes
• Experience leveraging ITSM processes and best practices to achieve goals
• Experience working with external IT vendors and leading process of tracking vendor standards and deliverables, compiling service reports, and serving as a point of contact for 3rd parties
• Experience coaching junior team members, sharing reoccurring issues and appropriate resolutions during shift turnover
• Experience proactively participating in technology guild based on significant experience in certain technologies.

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.