Senior Enterprise Operations Engineer

Mastercard - O'Fallon, MO

Part-time - Senior

O'Fallon, MO

Credit Intermediation and Related Activities

About the position

The Senior Enterprise Operations Engineer at Mastercard is responsible for overseeing Incident, Problem, and Change Management within the Network Operations team. This role ensures that the performance and availability of Mastercard's network products and services meet customer expectations. The ideal candidate will leverage their expertise in ITIL and ITSM methodologies to enhance operational processes, provide training, and report on key performance indicators to leadership.

Responsibilities

• Provide oversight and subject matter expertise for Network Operations and Engineering's ITSM processes for Incident, Problem, and Change Management.
• Provide training to other teams within the Network programs on ITSM best practices.
• Provide reporting to leadership on key performance indicators on adherence to Mastercard's ITSM requirements.
• Identify gaps and opportunities to mature existing ITSM processes and partner with the ONE Service Management team to implement improvements.
• Collaborate with other teams to determine root cause analysis (RCA) and corrective action.
• Prepare presentations for post-mortem reviews of major incidents with executive leadership.
• Accountable for Change Management policy adherence to ensure network changes are strategically planned and executed with the least risk of service disruption to our customers.
• Accountable for evaluating changes for accurate and appropriate documentation and information is present prior to change approval.
• Audit Incident and Problem tickets to ensure that documentation is sufficient and Post-Incident Review and RCA activities are completed.
• Perform Problem Management to track and manage monitoring defects or process gaps to prevent the reoccurrence of Network outages.
• Perform network analysis to ensure network integrity and performance is at an optimal state.
• Provide coaching and guidance to team members about Mastercard's ITSM processes and requirements.

Requirements

• Advanced understanding of ITIL and ITSM principles for Change, Incident, and Problem Management.
• Intermediate knowledge of network routing and switching is required.
• Experience with Remedy is highly desired.
• Experience creating reports is required.
• Strong written and verbal communication skills required.
• Bachelor's Degree with a major relevant to Information Technology.

Benefits

• Insurance (including medical, prescription drug, dental, vision, disability, life insurance)
• Flexible spending account and health savings account
• Paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave)
• 10 annual paid sick days
• 10 or more annual paid vacation days based on level
• 5 personal days
• 10 annual paid U.S. observed holidays
• 401k with a best-in-class company match
• Deferred compensation for eligible roles
• Fitness reimbursement or on-site fitness facilities
• Eligibility for tuition reimbursement
• Gender-inclusive benefits