24/7 Global Incident Response Engineer

Mastercard Colombia, Inc.; México; On-site; MXN 600,000 - 1,100,000; Full time

Job summary

Mastercard Colombia, Inc. is seeking an Incident Response Engineer to monitor and support critical production infrastructure and applications in a 24x7 global environment.

You will coordinate technical teams and vendors during high-priority incidents, perform RCA, and help implement changes with minimal production impact. The role requires strong troubleshooting, incident/change management, networking knowledge, and excellent communication across stakeholders.

Qualifications

• Bachelor's degree in computer science, information technology, engineering, or related field or equivalent professional experience.
• 5+ years in production operations, incident response, NOC/SRE, or related technical environment.
• Experience with Incident, Change, and Problem Management and RCA in complex production environments.
• Strong networking knowledge (routing, switching, TCP/IP, tunneling, MPLS).

Responsibilities

• Provide 24x7x365 operational support for global infrastructure and applications, focusing on availability and resilience.
• Monitor infrastructure, applications, network traffic, and processing environments to identify issues and respond.
• Lead and coordinate incident response, ensuring timely troubleshooting, escalation, and restoration of services.
• Support Incident, Change, and Problem Management processes with proper documentation and follow-up.
• Perform advanced troubleshooting and technical analysis across infrastructure, applications, and network environments.
• Contribute to RCA and drive corrective actions to reduce future incidents.
• Collaborate with internal teams, customers, and vendors to resolve incidents.
• Assess operational risks for changes and support production deployments with minimal impact.
• Analyze data to identify trends, recurring incidents, and opportunities for service improvement.
• Support network activities including routing, switching, tunneling, MPLS; route traffic to protect continuity.
• Communicate clearly with technical teams, leadership, customers, and stakeholders throughout incident lifecycle.
• Drive continuous improvement initiatives for operational resilience and faster restorations.

Skills

Incident management

Troubleshooting

Networking

SRE mindset

UNIX/Linux

Monitoring tools

Communication

24x7 operations

Education

Bachelor's degree

Tools

UNIX/Linux

ITIL

Job description

Mastercard Colombia, Inc. is seeking an Incident Response Engineer to monitor and support critical production infrastructure and applications in a 24x7 global environment.

You will coordinate technical teams and vendors during high-priority incidents, perform RCA, and help implement changes with minimal production impact. The role requires strong troubleshooting, incident/change management, networking knowledge, and excellent communication across stakeholders.