Mastercard hiring Support Engineer

Check the below link for applying.

Job Description:

Mastercard is hiring candidates for the post of Production Support Engineer.

Job Responsibilities:

•  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.
•  Person should be ready to work in Shifts.

Eligibility Criteria:

•  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.

Preferred skill:

• 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

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