Location: Pune, India, 411006
Category: IT
Job Type: Full-time
Job ID: R-229537
Our Purpose
We work to power a digital, inclusive economy that benefits everyone by making transactions safe, simple, and accessible. Through secure data, partnerships, and innovation, we help individuals, institutions, governments, and businesses reach their full potential. Our Decency Quotient (DQ) shapes a culture of respect and inclusion, valuing diverse strengths and perspectives. We believe our differences make us a stronger, more innovative team, driving better business outcomes.
Title and Summary
Enterprise Operations Engineer II
Overview
This role requires L1 Application Support, focused on alert handling, application health monitoring, and participation in event, incident, and problem management processes. It involves delivering high-quality technical support for Mastercard applications and infrastructure, supporting the company’s growth, diversification, and new business. Working 24x7x365, the role emphasizes minimizing impacts on customers and internal users. Responsibilities include monitoring Mastercard’s applications and infrastructure, actively participating in incident and change management, and regularly analyzing data to assess performance and identify improvements. Candidates should have experience in production support, enjoy resolving events, and be comfortable collaborating with customers, vendors, and global support teams.
Role
This role involves providing L1 Application Support services on a 24x7x365 basis, including email-based alert monitoring, initial response, and triage of alerts following established SOPs. Responsibilities include validating change requests (CRQs) through alerts or dashboards, monitoring application performance, creating and managing problem tickets, and following up to reduce alert volume. Additionally, it requires generating bi-weekly and monthly reports, participating in critical resolution calls (TRT/Bridge), and managing phone interactions with strong communication and soft skills. The role also includes contributing to knowledge management by creating or updating SOPs, assigning incidents to relevant teams, and escalating incidents and change requests as necessary. Effective communication is required to correlate and share any triggered events during change windows, ensuring continuous application availability. Regular data analysis is essential to assess program performance and pinpoint improvement areas, enhancing work quality by streamlining processes, reducing alerts, and driving innovation. The role utilizes approved service management tools, such as Remedy, to handle incidents, changes, and service requests. Note: This position requires shift work, and candidates should be prepared for rotating shifts.
All about You
• Bachelor’s Degree or equivalent work experience.
• Basic understanding of UNIX scripting
• Experience on batch scheduling & Monitoring
• Basic understanding of SQL/Oracle or any other relational database
• Knowledge on tool monitoring (Splunk, Dynatrace & Omnibus)
• Effective problem and troubleshooting skills
• Knowledge of ITSM best practices
• Effective written and verbal communication skills
• Effective interpersonal skills.
Secondary skills (Good to have) –
• Knowledge of Mainframe skills – JCL, OPC/CA7 (Job Scheduler)
• Alert Tools – Xmatters , Nagios , Azure Monitor , IPMON, Zabbix, Python
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.
