Principal BizOps Engineer

Mastercard•O'fallon, MO

About The Position

At Mastercard technology, we work 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. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results 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
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.

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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