Enterprise Operations Engineer

Mastercard; Ireland; On-site; EUR 42,000 - 66,000; Full time

Job summary

Mastercard is seeking an L1 Application Support specialist to deliver world-class technical support for Mastercard applications and infrastructures. You will provide 24x7x365 coverage, monitor health checks, and triage alerts to resolution while engaging customers, vendors, and global teams.

You will participate in Incident, Change, and Problem Management, contribute to knowledge management, and drive continuous improvement through data analysis and SOP updates.

Qualifications

• L1 Application Support experience in a production environment.
• Ability to triage and drive events to resolution.
• Experience with Incident, Change and Problem Management processes.
• Strong data analysis and dashboard monitoring experience.
• Willingness to work in a 24x7x365 shift pattern.

Responsibilities

• Provide 24x7x365 support for Mastercard applications and infrastructure.
• Monitor applications and infrastructure; participate in Incident and Change Management processes.
• Create/update SOPs; contribute to Knowledge Management.
• Assign incidents generated by monitoring tools to the appropriate teams using SOPs.
• Escalate and engage Incident/Change Requests to respective teams using escalation matrix.
• Interact with customers, vendors, and global support teams to resolve issues.
• Participate in alert reporting and bridge calls for critical incidents.

Skills

L1 Application Support

Alert Handling

Incident Management

Problem Management

Customer Interaction

Data Analysis

Communication Skills

Shift Work

Knowledge Management

SOP Adherence

Education

Bachelor's Degree or equivalent

Tools

Xmatters

Nagios

Azure Monitor

IPMON

Zabbix

Remedy

Splunk

Dynatrace

Omnibus

Python

Mainframe JCL/OPC/CA7

UNIX scripting

SQL/Oracle

Job description

• 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?
• Perform L1 Application Support services on a 24x7x365 basis. 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
• This job requires working in shifts. So selected Person should be ready to work in Shifts

Secondary skills (Good to have)

• Effective interpersonal skills
• Project management fundamentals, including prioritization, ownership, execution, and accountability for delivering results
• Alert Tools – Xmatters , Nagios , Azure Monitor , IPMON, Zabbix, Python
• Effective written and verbal communication skills
• Bachelor’s Degree or equivalent work experience
• Knowledge of Mainframe skills – JCL, OPC/CA7 (Job Scheduler)
• Basic understanding of UNIX scripting
• Effective problem and troubleshooting skills
• Knowledge of ITSM best practices
• Knowledge on tool monitoring (Splunk, Dynatrace & Omnibus)
• Experience on batch scheduling & Monitoring
• Basic understanding of SQL/Oracle or any other relational database