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

Senior BizOps Engineer

About Mastercard: At Mastercard technology, 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

Technology at Mastercard: What we create today will define tomorrow. Revolutionary technologies that reshape the digital economy to be more connected and inclusive than ever before. Safer, faster, more sustainable. And we need the best people to do it. Technologists who are energized by the challenges of a truly global network. With the talent and vision to create the critical systems and products that power global commerce and connect people everywhere to the vital goods and services they need every day 1.

About the Role: A Customer Operations Triage and Collaboration role involves handling customer work-orders, resolving issues, and coordinating with other to ensure a positive customer experience. Key responsibilities include triaging incoming requests, escalating complex issues, and collaborating with internal teams like business operations, customer technical services, Biz Ops , program and product development. This role also often involves maintaining knowledge of products and services, identifying opportunities for improvement, and contributing to the overall customer journey. See the big picture and help create and enforce standards and practices that help our customers have smooth run

Responsibilities:
•\tMonitor and respond to incoming tickets, alerts, or calls through the designated support channels.
•\tCategorize and prioritize customer tickets based on urgency, severity, and impact, ensuring timely and efficient resolution.
•\tProvide appropriate solutions or workarounds and escalate issues to the appropriate team when needed.
•\tWork closely with other teams (CTS, Biz Ops , product development) to gather information, understand complex issues, and develop comprehensive solutions.
•\tMaintain clear and effective communication with stakeholders, providing updates on issue status and resolution progress.
•\tMaintain and update knowledge base articles and internal documentation to improve self-service capabilities and ensure consistent information delivery.
•\tMaintain accurate and detailed records of triaged issues in the ticketing system.
•\tEscalate critical incidents following established protocols.
•\tContribute to documentation and continuous improvement of triage processes.
•\tIdentify and propose process improvements to streamline triage and collaboration workflows, enhancing efficiency and customer satisfaction.
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•\tTrack and analyze key performance indicators (KPIs) related to triage efficiency, issue resolution time, and customer satisfaction.
•\tMaintain accurate records of customer issues and resolutions in mastercard approved tools ticketing platforms.
•\tStay up-to-date on new products, features, and procedures to effectively support customers
•\tIdentify toils and submit with clear ownership and expected benefit
•\tIncrease automation and tooling to reduce toil manual intervention
•\tAnalyze ITSM activities of the platform and provide feedback loop to relevant stakeholders on efficiency gaps and concerns

Required Technical Skills
•\tStrong Linux foundation. Able to navigate and use commands while troubleshooting issues
•\tDatabase concepts and commands, Oracle, SQL.
•\tExperience with observability tools like Splunk, Dynatrace, Prometheus, or Datadog.
•\tExperience in ITSM practices with a focus on incident management and service desk operations?
•\tUnderstanding of Ticketing system and workflows in a large corporate setting.
•\tUnderstanding of client-server relationships, network concepts, and operating system navigation.
•\tUnderstanding of TCP/IP, DNS, HTTP/S, VPNs, firewalls
•\tFamiliarity with cloud networking (AWS VPCs, Azure VNets) will be added benefit


Required General Skills:
•\tSystematic problem-solving approach, analytical, coupled with strong communication skills and a sense of ownership and drive
•\tInterest in analyzing, and troubleshooting large-scale distributed systems
•\tA passion for observability, automation, and continuous improvement
•\tWillingness and ability to learn and take on challenging opportunities and to work as a member of matrix-based diverse and geographically distributed project team
•\tAbility to balance doing things right with fixing things quickly. Flexible and pragmatic, while working towards improving the long-term health of the system
•\tStrong verbal and written communication skills, including the ability to explain technical issues to non-technical audiences.
•\tCritical thinking skills and a proactive approach to problem-solving.
•\tComfortable collaborating with cross-functional teams to ensure that expected system behavior is understood, and monitoring exists to detect anomalies

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.