Senior Enterprise Operations Engineer

Role
The Operations Support Analyst is an individual contributor role requiring advanced expertise in the discipline. The analyst will lead several initiatives within the Operations Support team to support the Asia Pacific region.
• Assist team in supporting Operations Support activities: Collaborate with various internal teammjms to ensure smooth execution of operations support activities, providing guidance and expertise as needed.
• Engage in Post Incident Management, Problem Management, and Root Cause Analysis: Investigate incidents to identify their root causes and facilitate the resolution of underlying problems, ensuring continuous improvement in operational processes.
• Provide Daily Incident Review and Post-Incident Analysis: Conduct daily reviews of incidents and analyse post-incident data to derive actionable insights that inform strategic decision-making.
• Deliver Data Analysis and Custom-Made Reports: Generate and present tailored reports based on comprehensive data analysis, addressing specific needs and requirements of internal teams.
• Perform support functions for internal teams within the Operations & Technology team: Offer operational support to various internal teams, facilitating the seamless integration and implementation of technology solutions.
Responsibilities
• Post Incident Management, Problem Management, and Root Cause Analysis: Lead efforts to manage incidents and problems effectively, employing root cause analysis techniques to prevent future occurrences.
• Conduct Daily Incident Review and Post-Incident Analysis: Systematically review incidents daily and perform thorough post-incident analyses to enhance operational efficiency.
• Execute Data Analysis and deliver Custom-Made Reports: Perform in-depth data analysis and produce customized reports that cater to the specific needs of internal stakeholders.
• Ensure regional coverage and support for the Asia Pacific region and LAC region: Provide comprehensive support to the Asia Pacific/LAC region, ensuring that all operations support activities are effectively managed and executed.
All about you
We are seeking a dedicated IT Specialist with comprehensive experience in IT projects, particularly in networking, security technologies, and data analysis. The ideal candidate will have a strong background in Cisco, Splunk, and Netscout products, and possess knowledge of network diagnostics and various network technologies.
Qualifications
• IT experience, including full-time involvement in IT projects
• Networking experience, including LAN/WAN, wireless, and security technologies
• Knowledge of Cisco, Splunk, Netscout, and other relevant technology product portfolios
• Knowledge of network diagnostics, PfR, BGP, SNMP, IPVPN, SSH, MPLS technologies
• Basic knowledge of Data Center standards
• Proficiency in Excel, with the ability to create reports using macros preferred
• CCNA or equivalent certification preferred
Team Overview
The primary role of the AP-OS team is to deliver operational support to internal teams by analysing incidents, conducting both post-incident and recurring incident analyses, managing problems, and providing regular summary reports with detailed analysis on incident and network performance. Additionally, the team produces ad hoc reports tailored to the requirements of various internal teams.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• 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.