24x7 Global Incident Response Engineer

Mastercard Inc.; Ciudad de México; On-site; MXN 800,000 - 1,100,000; Full time

Job summary

Mastercard is seeking an Incident Response Engineer to monitor and support critical production infrastructure and applications. The role requires strong troubleshooting, incident and change management, and the ability to coordinate technical teams and vendors during high-priority incidents in a 24x7 global environment.

You will lead incident response, perform RCA, analyze trends, and ensure minimal impact to customers and operations.

Qualifications

• Bachelor's degree in computer science, information technology, engineering, or related field.
• 5+ years in production operations, incident response, or NOC.
• Strong troubleshooting and RCA experience in complex environments.

Responsibilities

• Provide 24x7x365 operational support for global infrastructure and applications.
• Lead and coordinate incident response activities, ensuring timely troubleshooting, escalation, communication, and restoration of services during high-priority incidents.
• Execute and support Incident, Change, and Problem Management processes, ensuring appropriate documentation, escalation, follow-up, and operational discipline.
• Perform advanced troubleshooting and technical analysis to identify issues across infrastructure, applications, and network environments.
• Conduct and contribute to Root Cause Analysis (RCA) for major or recurring incidents, identifying corrective and preventive actions to reduce future service disruptions.
• Partner with internal technology teams, customers, and external vendors to drive incidents toward resolution and ensure effective technical coordination.
• Support Change Management activities, assessing operational risks and helping ensure changes are implemented with minimal impact to production environments.
• Analyze operational and performance data to identify trends, recurring incidents, potential risks, and opportunities for service improvement.
• Monitor network traffic and connectivity, troubleshooting issues related to routing, switching, tunneling, MPLS, and other network technologies.
• Route customer and central-site traffic when required to minimize downtime and protect business continuity.
• Support scheduled releases, patches, maintenance activities, and production changes across critical systems.
• Maintain clear and timely communication with technical teams, leadership, customers, and other stakeholders throughout the incident lifecycle.
• Contribute to continuous improvement initiatives focused on operational resilience, incident prevention, monitoring effectiveness, and faster service restoration.

Skills

Incident response

Network operations

Troubleshooting

Root cause analysis

Monitoring tools

UNIX/Linux

Scripting

ITIL practices

English fluency

Education

Bachelor's degree in CS/IT/Engineering

Job description

Mastercard is seeking an Incident Response Engineer to monitor and support critical production infrastructure and applications. The role requires strong troubleshooting, incident and change management, and the ability to coordinate technical teams and vendors during high-priority incidents in a 24x7 global environment.

You will lead incident response, perform RCA, analyze trends, and ensure minimal impact to customers and operations.