Our Purpose

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 (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) 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.

Title and Summary

Systems Platform Engineer II

Who is Mastercard?

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.

Overview

The Event Management team are looking for a Systems Platform Engineer to drive our Triage support function forward by troubleshooting and providing first time resolutions to our internal customers

Role

• Manage and maintain Triage communications and provide timely feedback to support queries minimising customer impact whilst providing support to troubleshoot and resolve BAU issues.

• Support the continued monitoring and availability of MasterCard's VocaLink services across each of the EM toolsets, and ensure a consistently high level of service at all times to meet established SLA's.

Toolsets include:

• BES

• ASI

• BMC TrueSight and Patrol Agent

• BMC Remedy

• SiteScope

• NNMi

• TripWire

• EverBridge

• Provide technical first line support for live issues and prioritise incident fixes within the EM queue.

• Create, update, and review internal tickets to document monitoring and recovery steps for the EM Team.

• Raise appropriate changes for weekly updates in order to implement resolutions and adhere to internal Change Control and ITIL standards.

• Raise ad-hoc changes for EM Toolset DR exercises and assist with the DR procedure.

• Manage the Alerting Task Force and work with support teams to reduce alerting and deliver continued service improvements and initiatives.

• Work with Operational Assurance and update alerting to include ITSM KBA as and when requested.

• Work with external Auditing & internal security teams to facilitate Security & ISEA3000 Auditing.

• Expectation to join an active on call rota to support the environment.

All About You

The ideal candidate for this position should:

• Provide moderate technical support and maintenance for monitoring technologies within the operations environment.

• Interface with customers on infrastructure related services, advancing their understanding of customer problems and experiences.

• Have an ability in advising internal partners on routine operational activities.

• Successfully support technology domain initiatives, raising awareness of issues, challenges, and priorities

• Actively participate in interpreting escalated issues, providing guidance on unresolved common issues, and resolving open tickets.

• Possess excellent communication skills with both technical and non-technical people.

• Have a strong ability to multi-task, organise, manage, and implement first line fixes whether directly or through supervision.

• Previous experience using or maintaining any of the EM toolsets would be desirable but not essential.

Corporate Security Responsibility

Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.

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.