Trainee IT Operations Specialist

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

As a Trainee IT Operations Specialist in the Operations Command Centre (OCC), you will play a vital role in supporting the continuous monitoring and operation of critical national infrastructure. The OCC functions 24 hours a day, 365 days a year, and is responsible for ensuring the availability, performance, and security of essential systems that support national operations.

Role:

• Real-Time Monitoring: Constantly observe and analyse system dashboards, alerts, and performance metrics across a wide range of IT platforms and infrastructure.
• First-Line Incident Investigation & Resolution: Act as the first point of contact for technical anomalies, identifying root causes and applying known fixes where possible to restore normal operations quickly.
• Escalation Management: Escalate unresolved or high-impact incidents to second-line support teams or senior engineers, ensuring all necessary details are captured and communicated clearly.
• Operational Procedures: Follow established procedures and contribute to the improvement of monitoring and incident-handling processes.
• Shift Work: Participate in a 24/7 rotating shift pattern, including nights, weekends, and public holidays, ensuring continuous support and system availability.

All About You:

• Customer Service Skills: Ability to communicate effectively with both technical and non-technical stakeholders, maintaining professionalism under pressure.
• Willingness to Learn & Retain Knowledge: Eager to absorb technical knowledge and retain detailed procedures and troubleshooting steps.
• Teamwork & Independence: Comfortable working as part of a high-performing team while also demonstrating the initiative to solve problems independently.
• Problem-Solving Ability: Logical thinker with a proactive approach to identifying and resolving issues quickly and efficiently.
• Strong Work Ethic: Dependable and dedicated, with a focus on quality, accountability, and responsibility.
• Adaptability: Able to adjust to changing technologies, workflows, and priorities in a fast-paced environment.

This entry-level role is an excellent opportunity for individuals looking to begin a career in IT operations and infrastructure, offering hands-on experience, mentorship, and progression pathways into more advanced technical positions.

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.