Applications Support 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 role of Business Operations Organization is to be the production readiness steward for Mastercard products. As a Business Operations Organization, we are responsible for ensuring that our platform is stable and healthy. We break down barriers to run our products by fostering developer run ownership and empowering developers to build resilient products. We support our developers during the application build phase in software run principals that includes operational design, automation, capacity planning, monitoring that leads to fault-tolerant, scalable products. We see the big picture and help create and enforce operations standards while facilitating an agile and learning culture.

We accomplish this transformation through supporting daily operations with a hyper focus on triage and then root cause by understanding the business impact of our products. The goal of every biz ops team is to shift left to be more proactive and upfront in the development process, and to proactively manage production and change activities to maximize customer experience and increase the overall value of supported applications. Biz Ops teams also focus on risk management by tying all our activities together with an overarching responsibility for compliance and risk mitigation across all our environments. A biz ops focus is also on streamlining and standardizing traditional application specific support activities and centralizing points of interaction for both internal and external partners by communicating effectively with all key stakeholders.

Ultimately, the role of is to align Product and Customer Focused priorities with Operational needs. We regularly review our run state not only from an internal perspective but also understanding and providing the feedback loop to our development partners on how we can improve the customer experience of our applications.

Key Responsibilities

• Engage in and improve the whole lifecycle of services-from inception and design, through deployment, operation, and refinement.
• Analyze ITSM activities of the platform and provide feedback loop to development teams on operational gaps or resiliency concerns
• Support services before they go live through activities such as operational design consulting, capacity planning and launch reviews.
• Maintain services once they are live by measuring and monitoring availability, latency, and overall system health.
• Scale systems sustainably through mechanisms like automation and evolve systems by pushing for changes that improve reliability and velocity.
• Support the application CI/CD pipeline for promoting software into higher environments through validation and operational gating, and lead Mastercard in DevOps automation and best practices.
• Practice sustainable incident response and blameless postmortems.
• Take a holistic approach to problem solving, by connecting the dots during a production event thru the various technology stack that makes up the platform, to optimize mean time to recover
• Work with a global team spread across tech hubs in multiple geographies and time zones
• Share knowledge and mentor junior resources

All about you

• Bachelor’s degree in computer science or related technical field involving coding (e.g., physics or mathematics), or equivalent practical
• Experience, within Security and/or Enterprise Monitoring Context is required
• 6-10 years of hands-on experience in UNIX/Linux systems, scripting and automation, Oracle and SQL databases, DevOps practices, and CI/CD pipelines.
• Experience in one or more of the following is preferred: C, C++, Java, Python, Go, Perl or Ruby.
• Strong knowledge of operating systems, platforms, and infrastructure components.
• Experience working through others to solve complex business problems and effect change.
• Systematic problem-solving approach, coupled with strong communication skills and a sense of ownership and drive.
• Ability to challenge current practices to promote efficiencies and deliver positive results.
• We support many different stakeholders. Experience in dealing with difficult situations and making decisions with a sense of urgency is needed.
• Interest in designing, analyzing and troubleshooting large-scale distributed systems.
• Strong project management skills and success in managing large-scale cross-functional teams
• Experience in working across development, operations, and product teams to prioritize needs and to build relationships is a must.
• Experience in banking/ payment/ finance industry is preferred, especially in the Mexican market
• The knowledge in cloud platforms, preferably AWS, preferred.
• English/ Spanish verbal and written is a must.

We are seeking site reliability engineers with an appetite for change and who can push the boundaries of what can be completed through automation, while managing service levels for some of Mastercard’s most critical security services.

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.