Incident Response Engineer

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

The Incident Response Engineer is responsible for monitoring and supporting critical production infrastructure and applications, ensuring timely response to incidents and minimizing impact to customers and business operations. This role requires strong troubleshooting, incident and change management capabilities, solid networking knowledge, and the ability to coordinate technical teams and vendors during high-priority incidents in a 24x7 global environment.

Responsibilities

• Provide 24x7x365 operational support for global infrastructure and applications, with a strong focus on service availability, operational resilience, and minimizing customer and business impact.
• Monitor critical infrastructure, applications, network traffic, and processing environments to proactively identify and respond to service degradation, failures, and operational anomalies.
• Lead and coordinate incident response activities, ensuring timely troubleshooting, escalation, communication, and restoration of services during high-priority incidents.
• Execute and support Incident, Change, and Problem Management processes, ensuring appropriate documentation, escalation, follow-up, and operational discipline.
• Perform advanced troubleshooting and technical analysis to identify issues across infrastructure, applications, and network environments.
• Conduct and contribute to Root Cause Analysis (RCA) for major or recurring incidents, identifying corrective and preventive actions to reduce future service disruptions.
• Partner with internal technology teams, customers, and external vendors to drive incidents toward resolution and ensure effective technical coordination.
• Support Change Management activities, assessing operational risks and helping ensure changes are implemented with minimal impact to production environments.
• Analyze operational and performance data to identify trends, recurring incidents, potential risks, and opportunities for service improvement.
• Monitor network traffic and connectivity, troubleshooting issues related to routing, switching, tunneling, MPLS, and other network technologies.
• Route customer and central-site traffic when required to minimize downtime and protect business continuity.
• Support scheduled releases, patches, maintenance activities, and production changes across critical systems.
• Maintain clear and timely communication with technical teams, leadership, customers, and other stakeholders throughout the incident lifecycle.
• Contribute to continuous improvement initiatives focused on operational resilience, incident prevention, monitoring effectiveness, and faster service restoration.

All About You

• Associate or bachelor’s degree in computer science, Information Technology, Engineering, or a related discipline, or equivalent relevant professional experience.
• 5+ years of experience in production operations, incident response, infrastructure support, Network Operations Center (NOC), Site Reliability Operations, or a related technical environment.
• Experience with Incident Management, Change Management, troubleshooting, and Root Cause Analysis in complex production environments.
• Strong troubleshooting mindset with the ability to analyze technical issues, identify potential root causes, and coordinate resolution across multiple technical teams.
• Solid understanding of networking concepts and technologies, including routing, switching, TCP/IP, tunneling, and MPLS.
• Experience with monitoring and observability tools used to identify infrastructure, application, and network issues.
• Ability to operate effectively under pressure, particularly during critical incidents and production outages, while managing multiple priorities.
• Experience working in 24x7 mission-critical or high-availability environments.
• Experience with UNIX/Linux environments, scripting, production control, file transfer, batch processing, or related infrastructure technologies is an advantage.
• Experience within banking, payments, financial services, or other highly regulated and mission-critical environments is preferred.
• Strong organizational and analytical skills, with a structured approach to incident resolution and problem management.
• Strong interpersonal skills and the ability to collaborate effectively across technical teams, vendors, customers, and business stakeholders.
• Fluent English, both written and spoken, is required.

Preferred Qualifications

• CCNA or other relevant networking certification.
• Experience supporting highly available, globally distributed infrastructure.
• Familiarity with ITIL practices, particularly Incident, Problem, and Change Management.
• Experience in banking, payments, financial services, or transaction-processing environments.

• Portuguese language proficiency.

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.