Lead, Enterprise Operations-1

Mastercard•Kansas City, MO

About The Position

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all. The Network Operations Center (NOC) within Global Network Operations is seeking a Lead Enterprise Operations Analyst to support Mastercard's mission of ensuring that our global network infrastructure remains operational, secure, and highly available. This role is based in the US Region and will focus on leading L1 tier operations, mentoring junior network analysts, and providing technical expertise in troubleshooting and resolving complex network incidents. The ideal candidate is a seasoned network professional with deep technical knowledge, exceptional communication skills, and a passion for developing talent. You will thrive in a fast-paced, high-pressure environment and play a critical role in maintaining the operational excellence that supports Mastercard's global digital infrastructure.

Requirements

Have 5+ years of hands-on experience in network operations, with proven expertise in L1/L2 support environments
Possess expert-level knowledge of BGP and EIGRP routing protocols, including troubleshooting and optimization
Demonstrate strong proficiency in TCP/IP protocols and OSI model troubleshooting across all seven layers
Have advanced skills in packet capture analysis using tools like Wireshark, tcpdump, or similar
Show extensive operational experience with enterprise networking equipment: Cisco, Arista, Aruba, Fortinet, CheckPoint, and Palo Alto
Be proficient in Linux system administration and command-line troubleshooting
Have hands-on experience with network monitoring and SIEM tools such as Splunk and Netscout
Demonstrate mastery of ITSM frameworks, including incident management, problem management, and change management processes
Possess exceptional written and verbal communication skills, with the ability to clearly articulate technical issues to both technical and non-technical stakeholders, including executive leadership during critical incidents
Show proven ability to mentor and develop junior team members, fostering a culture of learning and continuous improvement
Excel at multitasking and prioritization in high-stress situations, maintaining composure and clarity under pressure
Be a collaborative team player with strong interpersonal skills and a customer-service mindset
Display initiative, curiosity, and a commitment to staying current with emerging network technologies
Have flexibility to work rotating shifts, weekends, and holidays as part of a 24x7 operational model

Nice To Haves

Hold industry certifications such as CCNP, JNCIP, or equivalent vendor certifications

Responsibilities

Lead and mentor L1 network analysts across the US Region, providing technical guidance, knowledge transfer, and skill development
Perform advanced troubleshooting and root-cause analysis for complex network incidents using BGP, EIGRP, and TCP/IP protocols
Conduct packet capture (PCAP) analysis to diagnose network performance issues and security incidents
Triage and prioritize multiple simultaneous incidents based on business impact and severity, ensuring resolution within defined SLAs
Serve as an escalation point for critical network issues, coordinating cross-functional resolution efforts
Monitor and maintain network infrastructure including Cisco, Arista, Aruba, Fortinet, CheckPoint, and Palo Alto technologies
Leverage monitoring and analytics tools such as Splunk and Netscout to proactively identify and resolve network anomalies
Support Linux-based network systems and troubleshoot OSI layer-specific issues
Track and report on Key Performance Indicators (KPIs), Service Level Objectives (SLOs), and other ITSM metrics
Participate in a 24x7 on-call rotation, including weekend shifts, to ensure continuous operational support
Collaborate with engineering, security, and infrastructure teams to implement network improvements and operational best practices
Develop and maintain operational documentation, runbooks, and knowledge base articles
Drive continuous improvement initiatives to enhance NOC efficiency and reduce mean time to resolution (MTTR)

Benefits

insurance (including medical, prescription drug, dental, vision, disability, life insurance)
flexible spending account and health savings account
paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire
10 annual paid U.S. observed holidays
401k with a best-in-class company match
deferred compensation for eligible roles
fitness reimbursement or on-site fitness facilities
eligibility for tuition reimbursement

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