Production Support - L2 /L3 Troubleshooting with Java, Unix (Shell scripring ), Oracle /SQL along with Infrastructure background (Load Balancer, BMC Remedy, Ticketing tools)

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

Production Support - L2 /L3 Troubleshooting with Java, Unix (Shell scripring ), Oracle /SQL along with Infrastructure background (Load Balancer, BMC Remedy, Ticketing tools)

Job Description

The Digital Foundation Services BizOps team is looking for a Senior Engineer who can help us to fix problems in Application/Infra Production Support , and lead Mastercard in DevOps automation in the future with best practices.

Are you a born problem solver who loves to figure out how something works?
Do you have a low tolerance for manual work and look to automate everything you can?

Business Operations is leading the DevOps transformation along with Production Support at Mastercard through our tooling and by being an advocate for change & standards throughout the development, quality, release, and product organizations. We need team members with an appetite for change and pushing the boundaries of what can be done with automation. Experience in working across development, operations, and product teams to prioritize needs and to build relationships is a must.

Mission

The role of business operations is to be the production readiness steward for the platform. This is accomplished by closely partnering with developers to design, build, implement, and support technology services. A business operations engineer will ensure operational criteria like system availability, capacity, performance, monitoring, self-healing, and deployment automation are implemented throughout the delivery process. Business Operations plays a key role in leading the DevOps transformation at Mastercard through our tooling and by being an advocate for change and standards throughout the development, quality, release, and product organizations.

We accomplish this transformation through supporting daily operations with a hyper focus on triage and then root cause by understanding the business impact of our products. The goal of every biz ops team is to shift left to be more proactive and upfront in the development process, and to proactively manage production and change activities to maximize customer experience, and increase the overall value of supported applications. Biz Ops teams also focus on risk management by tying all our activities together with an overarching responsibility for compliance and risk mitigation across all our environments. A biz ops focus is also on streamlining and standardizing traditional application specific support activities and centralizing points of interaction for both internal and external partners by communicating effectively with all key stakeholders.

Ultimately, the role of biz ops is to align Product and Customer Focused priorities with Operational needs. We regularly review our run state not only from an internal perspective, but also understanding and providing the feedback loop to our development partners on how we can improve the customer experience of our applications.

Responsibilities

Required to have strong Linux (with Shell Script) skills, Apache, jBoss and have a familiarity/experience with the financial industry
Required to have experience with support web applications
Nice to have some mobile application support experience
Must have clear communication skills to support on call Incident and Problem Management, Deployment management, Release & Change Management
Bachelor's degree in Information Systems, Information Technology, Computer Science or Engineering or equivalent work experience.
7 to 10 years of experience in related field.
3 to 5 years of experience in delivering secure solutions in Financial Services Sector is preferred.
Broad understanding of Software Engineering Concepts and Methodologies is required.
Demonstrate MC Core Competencies.
Must be high-energy, detail-oriented, and proactive and have the ability to function under pressure in an independent environment.
Must provide the necessary skills to have a high degree of initiative and self-motivation to drive results.
Possesses strong communication skills -- both verbal and written - and strong relationship, collaborative skills and organizational skills.
Willingness and ability to learn and take on challenging opportunities and to work as a member of matrix based diverse and geographically distributed project team
Previous experience with Digital/eCommerce applications strongly preferred.
On-call production support in weekends (24*7 only in weekend).

• Engage in and improve the whole lifecycle of services-from inception and design, through deployment, operation and refinement.
•Analyze ITSM activities of the platform and provide feedback loop to development teams on operational gaps or resiliency concerns
•Support services before they go live through activities such as system design consulting, capacity planning and launch reviews.
•Maintain services once they are live by measuring and monitoring availability, latency and overall system health.
•Scale systems sustainably through mechanisms like automation, and evolve systems by pushing for changes that improve reliability and velocity.
•Practice sustainable incident response and blameless postmortems.
•Take a holistic approach to problem solving, by connecting the dots during a production event thru the various technology stack that makes up the platform, to optimize mean time to recover
•Work with a global team spread across tech hubs in multiple geographies and time zones
•Share knowledge and mentor junior resources

Minimum Qualifications with Skills:

•BS/MS/MCA degree in Computer Science or related technical field, or equivalent practical experience.
•Experience with Application / Infra Production Support (L2 & L3), ITIL practitioner, ITSM.
•Experience in one or more of the following: Java, Unix (with Shell Scripting), Oracle /SQL
•An advanced knowledge and understanding of Tools: Splunk, Dynatrace
Ticketing tools (BMC Remedy, Servicenow, IBM GSM etc.) would be an added advantage.
•Understanding from Infrastructure perspective ( F5 - Load Balancer )
•Internal and external customer support experience.
•Working knowledge of ITIL standards and specifically ticket management.
•Ability to multi task workload in a fast pace dynamic environment.
•Professionalism and a good work ethic are required.
•Able to perform on-call duties on a rotational basis.
•Occasional off-hours work required.

Preferred Qualifications

•Interest in designing, analyzing and troubleshooting large-scale distributed systems.
•Systematic problem-solving approach, coupled with strong communication skills and a sense of ownership and drive.
•Ability to debug and optimize code and automate routine tasks.

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.​


Meet Some of Mastercard's Employees

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