Responsibilities:
Administer changes in production environment and help improve operational health of supported applications
Lead on-call activities to help recover systems and assist with impact analysis and post mortems
Partner with dev teams to ensure smooth releases and change planning
Contribute operational improvements such as enhanced monitoring or automated recovery scripts
Support customer requests diagnosing the issue and either partnering with development to address the customer issue or provide information for the customer to resolve the
issue
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 system 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 meantime to recover
Work with a global team spread across tech hubs in multiple geographies and time zones
Share knowledge and mentor junior resource
Skills/Experience
A high level of understanding and broad knowledge of computer technology, software
development, operations and problem resolution procedures is required
Strong programming skills in script language like Shell, Python, or Perl preferred
Have basic knowledge of OS and Networking (Linux, TCP/IP, HTTP, Socket, VPN, Firewall,
LB…etc.)
Have basic knowledge of Monitoring like Splunk, Dynatrace…etc.
ITSM experience is preferred but not required (e.g. Remedy or Maximo)
Oracle Database and SQL skills required.
Java experience is nice to have but not required.
Project management, large project support execution or team leadership experiences
preferred.
Any help desk or customer contact skills or experience preferred.
Professionalism and good work ethic skills are required.
Ability to compose, direct others on and follow documented processes and procedures is required.
Be a strong, confident, and exacting writer and speaker, able to communicate clearly.