Job Description

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 \xe2\x80\x93 one that makes better decisions, drives innovation and delivers better business results.

Job Title
BizOps Engineer II
Business 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 must.
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.

Role
The New Payments Platform \xe2\x80\x93 Managed Service BizOps team is looking for a BizOps Service Analyst who loves all things ITSM and best practices.

• Are you a born problem solver who loves to figure out how something works?
• Do you have a low tolerance for manual work and look to automate everything you can?

The role of business operations ITSM Analyst is to support the ITSM Service Leads for the New Payments Platform and support the various ITSM Processes ensuring that we are applying quality governance and meeting Reporting requirements. This is accomplished by closely partnering with the Leads and has a focus on the Change Management Process, ensuring we are well informed and prepared for upcoming changes and we are adhering the Global Change Management Process.
Another key part of the role will also be to attend and run the Service Stand-ups, providing reports as required and identifying gaps / risks to Service and feeding into Service Improvement and Problem Management Processes
A BizOps Analyst will ensure operational criteria like system availability, capacity, performance, monitoring, self-healing, and deployment automation are implemented throughout the delivery process, working with and supporting our teams with a keen focus on Simplifying and Protecting the Service.
The ITSM Analyst will join a team of ITSM engineers and will be responsible for;

• Supporting any Change related questions and support for the service
• Ensuring the Mastercard global Change process is adhered to
• Identification of potential impacts and risks of service changes
• Ensure that changes have all the required approvals and is ready for CAB review prior to scheduled implementation time
• Attend the ICRB call daily
• Providing Regular and Ad-Hoc ITSM reports as required relating to the Overall Immediate Payments Service(s)
• Creating and enhancing Process and Procedures within the Biz Ops Playbooks
• Supporting and attending daily & Weekly ITSM meetings related to the Service (e.g. Change Mgmt, Problem Mgmt) and tracking ongoing work, ensuring the timely completion of tasks
• Help the team to meet their commitments and goals, removing blockers and impediments and ensure appropriate action is executed.

All About You
For all team members:

• Engage in and improve the whole lifecycle of services\xe2\x80\x94from inception and design, through deployment, operation and refinement.
• 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.
• Practice sustainable incident response and blameless post mortems.
• Take a holistic approach to problem solving, by connecting the dots during a production event through the various technology stacks that makes up the platform, to optimize mean time to recover
• Work with a global team spread across tech hubs in multiple geographies and time zones
• Share knowledge and mentor junior resources

Qualifications

• BS degree in Computer Science or related technical field involving coding (e.g., physics or mathematics), or equivalent practical experience.
• ITil Experience / Qualifications preferred
• Systematic problem-solving approach, coupled with strong communication skills and a sense of ownership and drive.
• We support many different stakeholders. Experience in dealing with difficult situations and making decisions with a sense of urgency is needed.
• Interest in designing, analyzing and troubleshooting large-scale distributed systems.
• 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 must.

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\xe2\x80\x99s 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\xe2\x80\x99s guidelines.