Global 24/7 Production 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

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.