Mastercard Jobs

Job Information

MasterCard Senior Production Support Engineer in Pune, India

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion ( for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Job Title

Senior Production Support Engineer


The Mission Control and Operations Application Support Team is looking for a Site Reliability Engineer who can help us monitor for and solve problems. We need someone to assist with automation and best practices.

  • Are you a born problem solver who loves to figure out how something works?

  • Are you a CI/CD geek who loves all things automation?

  • Do you have a low tolerance for manual work and look to automate everything you can?

Mission Control and Operations is leading the DevOps transformation at Mastercard through our tooling and by being an advocate for change & standards throughout the development, quality, release, and product organizations. We need team members with an appetite for change and pushing the boundaries of what can be done with automation. Experience in working across development, operations, and product teams to prioritize needs and to build relationships is a priority.

• Support of new customers to platform.

• Review current toolset used by L1 Team to identify gaps and consult with core support teams to identify timely and cost-effective solutions.

• Identify and implement automation opportunities.

• Enforce process standardization by developing Standard Operating Procedures (SOP), implementing version control on all documentation, and providing consistent communications to the Level 1 Team.

• Drive operational alignment between Mastercard Teams through the development of processes, documentation, and training.

• Provide Incident Management for the entire MasterCard enterprise, by performing daily/weekly/monthly quality auditing, metrics reporting & communication, as well as postmortem activities as requested.

• Advanced-level knowledge of routing, switching.

• Mid -level knowledge of Fraud analysis.

• Demonstrates excellent verbal and written communication skills.

• Have you worked in a functional project management team?

• Do you like to come up with solutions to tough problems?

• Do you have strong analytical skills?

Role :-

• Support Mastercard teams with TRT Process.

• Consult with core support teams to identify Fraud Trends and tool enhancements

• Develop documentation and deliver training to L1 personnel to drive efficiency in the operations environment.

• Develop, analyze, and present metrics to measure efficiencies for various environments within MasterCard.

• High degree of interaction with the L1, core support teams, and key stakeholders.

• Incident Management for all of MasterCard including monthly audits, creating reports, trend identification/communication, and postmortem follow up with key stakeholders.

•Perform L1 Application Support services on a 24x7x365 basis. Email Based Alert Monitoring - Initial response & triage of alerts using SOP

•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.

•Validation of CRQ’s using Alerts or Dashboards

•Application Performance and Monitoring using Dashboards

•Problem Ticket creations & follow-ups for Alerts reductions

•Alerts/Volumetric reporting (Bi-weekly, Monthly)

•Participation in TRT/Bridge calls for Critical alert resolution

•Soft Skills & Situation Management over the phone call

•Contribution in Knowledge Management - Create/Update new or existing SOP

•Escalate and engage Incident Requests and Change Requests to respective application teams using escalation matrix.

•Communicate and correlate any events triggered during a change window to corresponding application teams to ensure application availability.

•Regularly perform data analysis to determine Customer’s program performance and identify areas of improvement

•Increase quality of work through streamlining of processes, reducing alert counts, innovating wherever/whenever possible, and through various other continuous improvement opportunities.

•The approved service management tool(s) (e.g., Remedy) will serve all specific incidents, changes and service requests.

•Person should be ready to work in Shifts.

All about You:-

•BS degree in Computer Science or related technical field involving coding (e.g., physics or mathematics), or equivalent practical experience.

•General knowledge of (UNIX, Mainframe, Production Control, Debit, Network), basic Authorization concepts, and project management. Prior experience with Microsoft SharePoint and IBM Tivoli products a plus.

•Experience with authorization and / or Fraud related tools a plus

•Experience with using data analytics along with business rules systems for determining or predicting fraud.

•Experience supporting web-based applications, including SOAP and REST APIs, Tomcat, and Apache.

•Ability to help debug and optimize scripts and automate routine tasks.

•Experience on batch scheduling & Monitoring

•Advanced knowledge of Networking and good understanding of routing and switching.

•Ability to write moderately complex SQL queries highly desirable.

•Knowledge on tool monitoring (Splunk, Dynatrace & Omnibus)

•Effective problem and troubleshooting skills

•Effective organization skills.

•Knowledge of ITSM best practices

•Effective written and verbal communication skills

•Effective interpersonal skills.

•Experience in one or more of the following is preferred: Java, Python, Go, Perl or Ruby.

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.

Everyone wants easier ways to pay;

we invent them.

Checkout lines are slow;

we speed them along.

Merchants want more sales;

we give them data and insights.

People need financial access;

we connect them.

Corporate purchasing is complicated;

we make it simple.

Commuters are busy;

we speed them on their way.

Governments need greater efficiencies;

we help create them.

Small businesses are virtual;

we give them access to a world of buyers.

Retailers want to fight fraud;

we provide the tools.

Requisition ID: R-184535