Principal BizOps Engineer

Mastercard • O’Fallon, MO

4d

About The Position

A Customer Operations Triage and Collaboration role involves handling customer work-orders, resolving issues, and coordinating with other to ensure a positive customer experience. Key responsibilities include triaging incoming requests, escalating complex issues, and collaborating with internal teams like business operations, customer technical services, program and product development. This role also often involves maintaining knowledge of products and services, identifying opportunities for improvement, and contributing to the overall customer journey. See the big picture and help create and enforce standards and practices that help our customers have smooth run

Requirements

• Strong Linux foundation. Able to navigate and use commands while troubleshooting issues
• Database concepts and commands, Oracle, SQL, Mongo
• Experience with observability tools like Splunk, Dynatrace, Prometheus, or Datadog.
• Experience in ITSM practices with knowledge on incident management and service desk operations will be good
• Understanding of Ticketing system and workflows in a large corporate setting.
• Understanding of client-server relationships, network concepts, and operating system navigation.
• Understanding of TCP/IP, DNS, HTTP/S, VPNs, firewalls
• Systematic problem-solving approach, analytical skills coupled with sense of ownership
• Interest in analyzing, and troubleshooting large-scale distributed systems
• A passion for observability, automation, and continuous improvement
• Capability to embrace challenging opportunities, while effectively contributing as a member of a diverse, geographically dispersed, and matrix-structured project team
• Ability to balance doing things right with fixing things quickly. Flexible and pragmatic, while working towards improving the long-term health of the system
• Strong verbal and written communication skills, including the ability to explain technical issues to non-technical audiences.

Nice To Haves

• Familiarity with cloud networking (AWS VPCs, Azure VNets) will be added benefit

Responsibilities

• Monitor and respond to incoming tickets, alerts, or calls through the designated support channels.
• Categorize and prioritize customer tickets based on urgency, severity, and impact, ensuring timely and efficient resolution.
• Provide appropriate solutions or workarounds and escalate issues to the appropriate team when needed.
• Work closely with other teams (CTS, Biz Ops , product development) to gather information, understand complex issues, and develop comprehensive solutions.
• Maintain clear and effective communication with stakeholders, providing updates on issue status and resolution progress.
• Maintain and update knowledge base articles and internal documentation to improve self-service capabilities and ensure consistent information delivery.
• Maintain accurate and detailed records of triaged issues in the ticketing system.
• Escalate critical incidents following established protocols.
• Contribute to documentation and continuous improvement of triage processes.
• Identify and propose process improvements to streamline triage and collaboration workflows, enhancing efficiency and customer satisfaction.
• Track and analyze key performance indicators (KPIs) related to triage efficiency, issue resolution time, and customer satisfaction.
• Maintain accurate records of customer issues and resolutions in Mastercard ticketing platforms.
• Stay up-to-date on new products, features, and procedures to effectively support customers
• Identify areas of toil and improve support methods to reduce the identified toil over time.
• Increase automation and tooling to reduce toil manual intervention
• Analyze ITSM activities of the platform and provide feedback loop to relevant stakeholders on efficiency gaps and concerns

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees