Mastercard Hiring BizOps Engineer I in Pune | Apply Now

BizOps Engineer I

Company: Mastercard

Mastercard supports economies and individuals across more than 200 countries and territories. The company works with customers and partners to build a sustainable digital economy by enabling secure, simple, and accessible payment experiences. Through technology, innovation, and global partnerships, Mastercard delivers products and services that help individuals, businesses, and governments reach their potential.

Technology teams at Mastercard build systems that support global commerce. These teams develop reliable and scalable platforms that keep digital payments secure and efficient while connecting people to essential goods and services worldwide.

About the Role

The Customer Operations Triage and Collaboration Engineer handles customer work orders, resolves technical issues, and collaborates with internal teams to ensure a smooth customer experience. The role involves evaluating incoming requests, resolving problems when possible, and escalating complex cases to appropriate teams.

The engineer also acts as a technical point of escalation for ambiguous or complex customer issues while maintaining strong coordination with business operations, customer technical services, and product development teams.

Key Responsibilities

• Monitor and respond to incoming tickets, alerts, or calls through designated support channels.
• Categorize and prioritize customer issues based on urgency, severity, and business impact.
• Provide solutions or workarounds when possible and escalate issues to relevant teams when necessary.
• Collaborate with BizOps, CTS, and product teams to maintain process consistency.
• Maintain clear communication with stakeholders and provide updates on issue resolution progress.
• Document issues and maintain accurate records in the ticketing system.
• Update internal knowledge base articles and documentation to support self-service and consistent support processes.
• Escalate critical incidents following defined operational procedures.
• Identify repetitive operational tasks and work toward eliminating them through automation.
• Collaborate with automation and engineering teams to enable self-healing, auto-triage, and alert suppression.
• Track operational improvements such as reduced manual effort and improved MTTR.
• Create and maintain dashboards for operational metrics including inflow, backlog aging, MTTR, and SLA adherence.
• Analyze trends to detect systemic reliability risks and recommend improvements.
• Provide insights and operational recommendations to leadership teams.
• Review ITSM activities and share feedback with stakeholders to improve operational efficiency.
• Stay informed about new product capabilities, procedures, and platform updates.

Technical Requirements

• Strong foundation in Linux with the ability to troubleshoot using command-line tools.
• Understanding of database technologies and queries including Oracle, SQL, and MongoDB.
• Experience with observability tools such as Splunk, Dynatrace, Prometheus, or Datadog.
• Knowledge of ITSM practices including incident management and service desk processes.
• Familiarity with Service Cloud or Remedy platforms, workflow design experience is beneficial.
• Ability to perform operational data analysis using tools like Excel and SQL.
• Automation and scripting mindset using Python, shell scripting, or low-code tools.
• Understanding of client-server architecture and networking concepts including TCP/IP, DNS, HTTP/S, VPNs, and firewalls.
• Exposure to cloud networking environments such as AWS VPCs or Azure VNets is beneficial.

Corporate Security Responsibility

Individuals working with Mastercard systems, assets, and networks must follow all corporate security policies and maintain confidentiality and integrity of company information. Employees are expected to report potential security violations and complete required security training in accordance with Mastercard guidelines.