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 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

Network Operations Analyst II

Overview

• 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.

Role

Perform L1 Application Support services on a 24x7x365 basis. Email Based 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. Any requests outside the approved tool(s) will be discussed and mutually agreed upon between Customer and Cognizant.
Person should be ready to work in Shifts.

All about You

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

COVID-19 Considerations

In many locations, we've implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in our NYC offices, as required by law, only individuals who have been fully vaccinated against COVID-19 will be permitted inside Mastercard offices unless a reasonable accommodation has been approved in advance.

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.