IT Operations Analyst-R-241181

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

IT Operations Analyst

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

About The Role

Mastercard Open Banking Product Operations is seeking an IT Operations Analyst. As a member of our Open Banking Operations Support Team, the role is pivotal in enabling and maintaining our connectivity service with Account Servicing Payment Service Providers and our customers. Your work supports our Certificate Management function, which is essential to both the technical onboarding and ongoing Day-2 support activities.

It is not expected that any single candidate would have the expertise and experience across all these areas. This is an exciting opportunity for a highly motivated and collaborative candidate who has knowledge of Information Technology Systems, enjoys working with cross-functional teams and customers, thrives in executing and completing routine technical work in a fast-paced environment, and has the passion to deliver results.

Key Responsibilities

• Open Banking Certificate Onboardings and Renewals
• Perform routine technical implementation procedures. Create and update application configurations; validate Public Key Infrastructure (PKI) Certificates provided by our customer are in good order; execute implementation procedures, post-implementation checks, and backout plans as necessary; investigate, troubleshoot, and resolve issues
• Adhere to Change Management and standard operating governance processes
• Track renewal dates of onboarded certificates; plan, execute, and complete the renewal work effectively and efficiently
• Deliver onboarding and renewal implementations as per the requirement and the agreed time; meet or beat Time to Implement Targets
• Collaborate with internal teams, clients, and providers; escalate promptly issues and blockers
• Support and assist our Customer Delivery Team in the technical onboarding of new clients onto our service and our Customer Support Team with connectivity issues relating to PKI Certificates Support
• Maintain the client PKI Certificate inventory, work log, knowledge base, and SOPs, ensuring information is accurate and up to date
• Communicating with internal and external stakeholders and keeping them informed as part of your daily work
• Support the Product Operations Director with other operational activities as required

Essential Technology Knowledge, Skills & Experience

• Knowledge of IT Systems, Public Key Infrastructure (PKI) Digital Certificates and Keys, Certificate Signing Requests (CSR), Certificate Authorities, Basic Networking Principles, HTTPS error codes
• Knowledge and experience of OpenSSL and Windows/IOS/Linux command line
• Skilled in configuration management tools and processes such as GIT, JSON/YAML code changes, pull-requests (PR)
• Knowledge of enterprise monitoring tools such as Splunk
• Understanding of IT Service Management (ITSM) processes such as Change, Incident, Problem Management

About You

• Meticulous attention to detail
• Resilient, self-motivated, able to work independently and a good team player
• Good analytical and troubleshooting skills; relentless in seeking solutions
• Comfortable in a hybrid working environment
• Impeccable workload and time management skills
• Great work ethics and thrives under pressure and tight deadlines
• Highly collaborative, comfortable working with cross-functional teams, external providers, and customers
• Comfortable following and executing standard processes and procedures as routine
• Always seeking improvement opportunities with the drive to follow through with initiatives
• Good verbal and written communication in English (technical and business level)
• Able and proactive in creating technical process and procedure documents

Desirable Competencies

• Previous experience in Open Banking in a technical role
• Knowledge of Cloud technologies such as Microsoft Azure, AWS; Security solutions like Key Vault, HSMs
• Experience with service management tools like BMC Remedy, Service Cloud
• Adopts DevOps principles and related technologies
• Knowledge of UK and EU eIDAS regulation, PSD2, digital certificate policies, and their use in Open Banking
• Experience with automation technologies (Python scripting)

Corporate Security Responsibility

Every person working for or on behalf of Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks carry inherent risks. The successful candidate must:

• Abide by Mastercard’s security policies and practices
• Ensure confidentiality and integrity of accessed information
• Report suspected security violations or breaches
• Complete all mandatory security trainings