Global 24/7 Incident Response Engineer

Mastercard Inc.; Estado de México; On-site; MXN 520,000 - 760,000; Full time

Job summary

Mastercard Inc. in Mexico is seeking an Incident Response Engineer to monitor global infrastructure and lead critical incident response, applying strong troubleshooting and coordination with multiple teams. You will own RCA processes and drive improvements to prevent future incidents.

In this role you will operate in a 24x7 environment within the banking and payments domain, ensuring service availability and rapid restoration of services during outages.

Qualifications

• Associate or bachelor's degree in computer science or related discipline, or equivalent relevant professional experience.
• 5+ years of experience in production operations, incident response, infrastructure support, NOC/SRE, or a related technical environment.
• Experience with Incident Management, Change Management, troubleshooting, and Root Cause Analysis in complex production environments.
• Strong troubleshooting mindset with the ability to analyze technical issues and coordinate resolution across multiple teams.
• Solid understanding of networking concepts and technologies including routing, switching, TCP/IP, tunneling, and MPLS.
• Experience with UNIX/Linux environments, scripting, production control, file transfer, batch processing, or related infra tech is an advantage.
• Experience in banking, payments, financial services, or other highly regulated environments is preferred.
• Fluent English, both written and spoken.

Responsibilities

• Provide 24x7x365 operational support for global infrastructure and applications, focusing on service availability and resilience.
• Monitor infrastructure, applications, network traffic, and environments to identify and respond to issues.
• Lead and coordinate incident response activities, ensuring timely troubleshooting, escalation, and restoration.
• Execute and support Incident, Change, and Problem Management with proper documentation and follow-up.
• Perform advanced troubleshooting and technical analysis to identify issues across environments.
• Contribute to RCA and implement corrective actions to reduce future disruptions.
• Partner with internal teams, customers, and vendors to drive incidents toward resolution.
• Support Change Management activities, assessing risks and minimizing production impact.
• Analyze data for trends and opportunities to improve service performance.
• Monitor network traffic and troubleshooting routing, switching, tunneling, MPLS, and related technologies.
• Route customer and central-site traffic to minimize downtime and protect business continuity.
• Assist with scheduled releases, patches, maintenance, and production changes.
• Maintain clear and timely communication with technical teams and stakeholders during incidents.
• Contribute to continuous improvement initiatives for operational resilience.

Skills

Fluent English

Incident management

Troubleshooting

Networking

Communication

Education

Bachelor's degree in Computer Science or related field

Tools

UNIX/Linux

Scripting (Shell/Python)

Monitoring tools

CCNA certification

ITIL knowledge

Job description

Mastercard Inc. in Mexico is seeking an Incident Response Engineer to monitor global infrastructure and lead critical incident response, applying strong troubleshooting and coordination with multiple teams. You will own RCA processes and drive improvements to prevent future incidents.

In this role you will operate in a 24x7 environment within the banking and payments domain, ensuring service availability and rapid restoration of services during outages.