Real Time Payments - Application Support L1

Mastercard; México; On-site; MXN 480,000 - 680,000; Full time

Job summary

Mastercard is seeking an Application Support Engineer II to support and enhance business-critical payment applications. This role combines production support, cloud operations, observability, and software engineering to ensure highly available, resilient, and secure services.

The ideal candidate is passionate about solving complex problems, automating operational processes, and improving customer experience through technology.

Qualifications

• Experience supporting production payment applications in cloud or hybrid environments.
• Strong knowledge of AWS, Splunk, and Dynatrace.
• Proficient in Java and Ruby with scripting.
• Familiar with REST APIs and microservices.
• Experience with incident management and on-call rotations.
• Awareness of security and compliance standards.

Responsibilities

• Support and maintain critical production applications in cloud and hybrid environments.
• Investigate, troubleshoot, and resolve incidents while meeting SLAs.
• Monitor health using Dynatrace, Splunk, and AWS tools.
• Analyze logs and metrics to identify root causes and implement fixes.
• Collaborate with engineers and stakeholders to improve reliability and efficiency.
• Develop automation to reduce manual support and speed responses.
• Participate in on-call rotations and major incident management.
• Contribute to resiliency and scalability improvements.
• Ensure compliance with Mastercard security, risk, and engineering standards.

Skills

Analytical thinking

Incident management

Problem solving

Cross-functional collaboration

Automation mindset

Tools

AWS (EC2, ECS/EKS, Lambda, S3, CloudWatch, RDS)

Splunk

Dynatrace

Java debugging

Ruby scripting

Linux/Unix

REST APIs

CI/CD pipelines

SQL databases

Job description

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

Real Time Payments - Application Support L1

Overview-Mastercard is seeking an Application Support Engineer II to support and enhance business-critical payment applications. This role combines production support, cloud operations, observability, and software engineering to ensure highly available, resilient, and secure services. The ideal candidate is passionate about solving complex problems, automating operational processes, and improving customer experience through technology.

Role

• Support and maintain critical production applications in cloud and hybrid environments.
• Investigate, troubleshoot, and resolve application incidents while meeting operational SLAs.
• Monitor application health and performance using Dynatrace, Splunk, and AWS monitoring tools.
• Analyze logs, traces, and metrics to identify root causes and implement permanent solutions.
• Collaborate with software engineers, infrastructure teams, and business stakeholders to improve system reliability and operational efficiency.
• Develop automation and tooling to reduce manual support activities and improve response times.
• Participate in on-call support rotations and major incident management activities.
• Contribute to continuous improvement initiatives focused on resiliency, scalability, and operational excellence.
• Ensure compliance with Mastercard security, risk, and engineering standards.

Required Technical Skills

• AWS (EC2, ECS/EKS, Lambda, S3, CloudWatch, RDS)
• Splunk for log management, monitoring, and troubleshooting
• Dynatrace for application performance monitoring and observability
• Java application support and debugging
• Ruby development and scripting
• Linux/Unix administration
• REST APIs and microservices architectures
• CI/CD tools and DevOps practices
• SQL and database troubleshooting

Professional Skills

• Strong analytical and problem-solving abilities
• Incident management and root cause analysis experience
• Customer-focused mindset with a sense of ownership and urgency
• Excellent communication and collaboration skills
• Ability to work effectively in Agile and cross-functional teams
• Continuous learning mindset and passion for automation and operational excellence

Preferred Qualifications

• Experience supporting payment processing or financial services platforms
• AWS Certification
• Kubernetes and container technologies
• Site Reliability Engineering (SRE) practices
• Infrastructure as Code (Terraform, CloudFormation)

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.