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.
Key Responsibilities
- 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.
Information Security Responsibilities
- 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.
- Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
Qualifications & Skills
- Bachelor’s degree or equivalent experience (preferred).
- 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 leadership and technical positions.
Senior Technician employer: Mastercard
As a Senior Site Reliability Engineer at Connex, you will be part of a dynamic team dedicated to maintaining the UK's national payment infrastructure, where innovation and collaboration are at the forefront of our work culture. We offer a supportive environment that prioritises continuous improvement and professional growth, alongside competitive benefits and a commitment to work-life balance. Join us in making a meaningful impact in the financial services sector while enjoying the unique advantages of working in a cutting-edge technology space.
