Enterprise Operations Engineer II

Mastercard; Dunboyne; On-site; EUR 65,000 - 90,000; Full time

Job summary

Mastercard is seeking an Enterprise Operations Engineer II to provide L1 application support, monitor health, and handle alerts across Mastercard applications and infrastructure. You will participate in incident, problem and change management, working 24x7 to minimize impact for customers and internal users.

You'll analyze system performance, triage events, and collaborate with customers, vendors, and global support teams to drive improvements and maintain high availability.

Qualifications

• Bachelor's degree or equivalent work experience.
• Basic UNIX scripting.
• Experience on batch scheduling and monitoring.
• Basic understanding of SQL/Oracle.
• Knowledge of monitoring tools: Splunk, Dynatrace, Omnibus.
• Problem-solving and troubleshooting skills.
• Knowledge of ITSM best practices.
• Strong written and verbal communication.
• Interpersonal skills.

Responsibilities

• Provide L1 application support 24x7 with quick incident responses.
• Monitor health of applications and infrastructure; triage alerts.
• Participate in incident, problem, and change management processes.
• Collaborate with customers, vendors, and global support teams.
• Analyze data to identify performance improvements.
• Create and update SOPs; contribute to knowledge management.
• Shift-based work with rotation.

Skills

Unix scripting

Batch scheduling

Monitoring

SQL/Oracle knowledge

ITSM best practices

Troubleshooting

Written and verbal communication

Interpersonal skills

Education

Bachelor's degree or equivalent work experience

Tools

Splunk

Dynatrace

Omnibus

JCL

OPC/CA7

Xmatters

Nagios

Azure Monitor

IPMON

Zabbix

Python

Job description

**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**

Enterprise Operations Engineer II

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.
• 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.

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
• Project management fundamentals, including prioritization, ownership, execution, and accountability for delivering results.

Corporate Security Responsibility

• 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.