BizOps Engineer 2

The Business Operations Organization is the production readiness steward for Mastercard products. As a Business Operations Site Reliability Engineers, we are responsible for ensuring that our platform is stable and healthy. We break down barriers to run our products by fostering run ownership and empowering engineers to build resilient products. We support our developers during the application build phase in software run principals that includes operational design, automation, capacity planning, monitoring that leads to fault-tolerant, scalable products. We see the big picture and help create and enforce operations standards while facilitating an agile and learning culture.
- We are passionate about software run, automation, learning and participating in dynamic day to day work. We will ensure operational criteria like system availability, capacity, performance, monitoring, self-healing, and deployment automation are implemented throughout the delivery process. A Business Operations SRE brings in curiosity, site reliability mindset and entrepreneurial spirit to build, deploy and run our products while being an advocate for change and standards throughout the development, quality, release, and product organizations.
- We support daily operations with a hyper focus on triage, root cause by understanding the business impact of our products and subsequently performing blameless post-mortems. The goal of every Business Operations 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. Business Operations 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 Business Operations SRE focus is also on streamlining and standardization of 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 Business Operations 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.

Team Specific Skills:
It is not expected that any single candidate would have expertise across all these areas, but a Biz Ops engineer will spend a bit of time throughout their career with all of these aspects of the role:

- Operational Readiness Architect:
1. Serve as the primary contact responsible for the overall application health, performance, and capacity
2. Support services before they go live through activities such as system design consulting, capacity planning and launch reviews.
3. Partner with the development and product team of a new application to establish the right monitoring and alerting strategy and create the framework to achieve zero downtime during deployment.

- Site Reliability Engineering:
1. Serve as the primary contact responsible for ensuring application scalability, performance, and resilience.
2. Practice sustainable incident response and blameless post-mortems while taking a holistic approach to problem solving and optimizing time to recover.
3. Automate data-driven alerts to proactively escalate issues. Work with development teams to establish SLOs and improve reliability.

- DevOps/Automation:
1. Tackle complex development, automation, and business process problems. Engage in and improve the whole lifecycle of services from inception and design, through deployment, operation, and refinement.
2. Support the application CI/CD pipeline for promoting software into higher environments through validation and operational gating, and lead Mastercard in DevOps automation and best practices.
3. Increase automation and tooling to reduce toil and manual intervention

- ITSM Practices:
1. Analyses ITSM activities of the platform and provide feedback loop to development teams on operational gaps or resiliency concerns

Role Qualifications:
The ideal candidate will have experience in many of these areas (related buzzwords in bracket):
- Experienced individual with an exposure to global operations or equivalent team.
- Deliver time-saving process improvements that will be repeatable, maintainable, valuable, and fit into MasterCard s Business Operations vision (Automation, Toil reduction, CI/CD, XLR).
- Understanding of event driven architectures (AXON, NGFT, Event Gateway).
- Have experience in Mainframe to Cloud migration projects (COBOL, JCL, SAR, Cloud)
- Should have good understanding of monitoring a logging best practices (Splunk, Dynatrace, App Logging standards).
- Well versed in ITSM terminologies (CRQs, PBIs, INCs, WOs, PLL, ICRB).
- Should have great communication skills.
- Should be a team player who would share application knowledge and mentor team members.