Lead Site Reliability Engineer in Whitwell

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.

The Mastercard Software Sales Business Operations (BizOps) team is seeking a hands-on Business Operations Lead to assist with managing existing software sale clients. The team is responsible for the applications in our New Payment Platform solution for a global client base. This individual will use their Production Engineering knowledge to guide the team in advancing the experience of our clients in the post code development activities and interactions. The successful candidate will help to raise the bar on both our response to critical issues and build out a proactive mindset in the team to constantly improve our service offering. The successful candidate will also have significant experience in the ITIL methodology, extensive experience in vendor management, and have faced off to senior stakeholders both internally and externally.

This individual will have experience in the software development lifecycle, live support and knowledge of performance management and testing practices.

The role of business operations is to be the production readiness steward for the platform. This is accomplished by closely partnering with developers to design, build, implement, and support technology services. A business operations engineer will ensure operational criteria like system availability, capacity, performance, monitoring, self-healing, and deployment automation are implemented throughout the delivery process. Business Operations plays a key role in leading the Site Reliability Engineering (SRE) transformation at Mastercard through our tooling and by being an advocate for change and standards throughout the development, quality, release, and product organizations.

We accomplish this transformation through supporting daily operations with a hyper focus on triage and then root cause by understanding the business impact of our products. The goal of every biz ops team is to shift left to be more proactive and upfront in the development process, and to proactively manage production and change activities to maximize customer experience and increase the overall value of supported applications. Biz Ops teams also focus on risk management by tying all our activities together with an overarching responsibility for compliance and risk mitigation across all our environments. A biz ops focus is also on streamlining and standardizing traditional application specific support activities and centralizing points of interaction for both internal and external partners by communicating effectively with all key stakeholders. Ultimately, the role of biz ops is to align Product and Customer Focused priorities with Operational needs. We regularly review our run state not only from an internal perspective, but also understanding and providing the feedback loop to our development partners on how we can improve the customer experience of our applications.

Responsibilities

• Plan, design and develop technical solutions and alternatives to meet business requirements in adherence with MasterCard standards, processes, and best practices.
• Help to drive training and knowledge management on applications/client specifics and best practices of incident management and problem management.
• Share knowledge and mentor junior resources.
• 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.
• Take a holistic approach to problem solving, by connecting the dots during a production event through the various technology stack that makes up the platform, to optimize mean time to recover.
• Help to drive process improvement and increase alignment to the Mastercard BizOps guild processes and strategies.
• Work with a global team spread across tech hubs in multiple geographies and time zones.
• Perform system maintenance, production incident problem management, identification of root cause, remediation of the problems and on-call pager support schedule.
• Select appropriate technical frameworks and solution delivery methodology.
• Adapt to the technical artifact templates per the needs of the project and technology.
• Contribute ideas to help ensure that required standards and processes are in place.
• Maintain solution and technology road maps.
• Liaise with the Development and Testing teams in Engineering to build out a view of upcoming deployments and their content, ensuring knowledge and training to support the deliveries and change process is embedded into the global team.
• Understand business processes and production applications to troubleshoot issues and recommend short and long-term resolutions.
• Ensure team follow best practices regarding ITSM standards and client data access and management.
• Help to drive measurable improvements in the maintenance, operational and runtime characteristics of the application software.
• Assess technological options and design offerings supporting scalable, high-performance, and highly available environments.
• Collaborate with other technologists on creating cross-domain solutions.
• Comprehensive knowledge of all technology teams and interactions to deliver best practice in the final deliverable to clients.
• Ability to help debug and optimize code and automate routine tasks.
• Experience in dealing with difficult situations and making decisions with a sense of urgency.

Education & Experience

• Bachelor or master’s degree in Computer Science or equivalent.
• Experience leading Global support teams for applications in high volume solutions of critical infrastructure.
• Systematic problem-solving approach, coupled with strong communication skills and a sense of ownership and drive.
• Experience in Erlang.
• Analytical/problem solving and planning skills.
• The ability to organize, multi-task and prioritize work based on current business needs.
• Possess strong communication skills -- both verbal and written.
• Strong relationship skills, collaborative skills and customer service skills.

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;
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.