Engineer - BizOps

Who is Mastercard?

We are the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Engineer - BizOps

The ITSM Service Event Coordinator, BizOps is responsible for supporting and creating communication activities for all service events reported on the daily production report. Event Management, as defined by ITIL, is the process that monitors all events that occur through the IT infrastructure. Events are typically notifications created by an IT service, Configuration Item (CI) or monitoring tool.

Major accountabilities:
•For qualifying service events, compose technical communications for external customers while updating interested stakeholders. Responsible for communicating service level impact and customer impact, and collaborating with technical teams in communicating root cause analysis.
•Represents the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.
•Coordinate and lead executive-level technical calls to address incidents and facilitate troubleshooting in real time.
•Can you easily turn tech talk into something that can be consumed by internal stakeholders or customers?
•Do you have experience improving and following Incident Management processes and carrying out corresponding reporting?
•Are you an Investigator who finds research the most important part of the project?
Skills/ Abilities:
•Agile Development (Foundational)
•Effective Collaboration Skills (Advanced)
•IT Service Management (Foundational)
•IT Security (Foundational)
•Platform Architecture & Infrastructure (Foundational)
•Platform, Product & Service (Foundational)
•Understand Key Customer Needs (Foundational)
•User Experience (Foundational)
•Writing Skills (Advanced)

Education:
Bachelor's degree in a related field or equivalent combination of experience and education.

Knowledge / Experience:
•Understanding of ITIL standards.
•Experience in working operations or communication efforts.
•Experience in customer support roles
•Track record of effective communication and interpersonal skills
•Experience with defining and delivering on long term strategies

Work Conditions:
Need to work across a audiences at Mastercard; experience working with 24x7x365 team process in an "on-call" format.

Overview
•Provide 24x7x365 communication support and leadership for Mastercard's global infrastructure within Business Operations and beyond; with focus on providing clear, succinct, reputable and informative communications.
•This individual will be responsible for gathering technical information, communicating incident status and technical details to a variety of audiences: external customers, internal partners, and executives.
•Are you a Lead Investigator at heart? Are you the first to complete research on any project?
•Do you enjoy leading change, creating efficient processes and improving the situational awareness of incidents to business partners?
•Are you a collaborator who enjoys working on a team and influencing change?
•Do you have experience leading multi-level communication calls, which provide strategic and tactical updates during major incidents?
•Do you work well under pressure and think quickly on your feet?

Role
•Leverage available communication and reporting tools (such as Exact Target, DOMO, Salesforce, Yammer, Outlook, etc.) and processes to generate and compose notifications to a variety of audiences.
•Efficiently support the IT Service Management (ITSM) Incident Management process with effective internal and external communication practices.
•Regularly communicate/interact with executives, technical leads, and other internal partners.
•Document and analyze the findings of incident root cause analysis; communicate these findings across technical teams.

All About You
•Bachelor's Degree or equivalent work experience.
•Superior customer service, collaboration and critical thinking skills.
•Knowledge of the Mastercard payments model, including Authorization, Clearing, and Settlement; additionally, the aptitude to learn any new products and technology Mastercard may offer in the future.
•Impeccable writing skills and presentation skills.
•Ability to interact with customers, technical teams, and various levels of leadership.
•Possess excellent interpersonal skills and the ability to perform duties independently.

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.​

If you require accommodations or assistance to complete the online application process, please contact reasonable.accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.


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