Enterprise Operations Engineer

Who you are

• Bachelor’s Degree or equivalent work experience
• Basic understanding of UNIX scripting
• Experience on batch scheduling & Monitoring
• Basic understanding of SQL/Oracle or any other relational database
• Knowledge on tool monitoring (Splunk, Dynatrace & Omnibus)
• Effective problem and troubleshooting skills
• Knowledge of ITSM best practices
• Effective written and verbal communication skills
• Effective interpersonal skills
• Secondary skills (Good to have)
• Knowledge of Mainframe skills – JCL, OPC/CA7 (Job Scheduler)
• Alert Tools – Xmatters , Nagios , Azure Monitor , IPMON, Zabbix, Python
• Project management fundamentals, including prioritization, ownership, execution, and accountability for delivering results

What the job involves

• This Job demands L1 Application Support, Alert handling, Monitor application health check and involvement in any Event, Incident and Problem Management Process
• Deliver world class technical support for MasterCard applications and infrastructures, enabling growth, diversification and new business generation
• Provide 24x7x365 support for MasterCard applications; with focus on minimizing impact to Customers and internal users
• Monitor the application and infrastructure, and be a key stakeholder in MasterCard Incident and Change Management processes
• Regularly perform data analysis to determine MasterCard’s performance and identify areas of improvement
• Have you worked in a Production Support Environment?
• Do you like to triage and drive events to resolution?
• Do you like to interact with Customers, vendors, and support teams on a global scale?
• Perform L1 Application Support services on a 24x7x365 basis. Alert Monitoring - Initial response & triage of alerts using SOP
• 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
• Assign incidents generated by monitoring tools to corresponding application and support teams using SOPs
• 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
• This job requires working in shifts. So selected Person should be ready to work in Shifts