Description
Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Reliability Engineer II Overview• Provide 24x7x365 communication support for MasterCard's global infrastructure; with focus on providing clear, succinct, and informative communications.
• The position will be responsible for communicating Incident status to a myriad of audiences, including Customers, internal partners, and Executives, by working with technical partners and business contacts.
• Provide a world class customer experience and integrate new products into existing B2B support models.
• Do you enjoy influencing change to drive improvements to the overall customer experience and increasing situational awareness of Incidents to business?
• Do you demonstrate strong leadership and technical competency, which allows you to translate technology expertise into effective communications?
• Have you worked in a high ops tempo, control center environment?
• Do you have experience orchestrating Executive-level status calls, which provide strategic and tactical updates during major Incidents?
•This position is responsible for change management including review, approval, reject different types of changes.
Role
• Leverage available communication tools and processes to generate and tailor notifications to respective audiences.
• Effectively support the IT Service Management (ITSM) Incident Management process with effective internal and external communication.
• Regularly interact with Customers and internal partners.
All About You
• Associate's Degree or equivalent work experience.
• Have the proven ability to collaborate with others in support of products, processes, and problem resolution.
• Candidates should display superior customer service skills.
• Preferred candidates should have knowledge of the payments model, including Authorization, Clearing, and Settlement; additionally, the aptitude to learn any new products and technology MasterCard may offer in the future.
• Proven experience with driving process improvement, product Integration, industrialization of a global support model, and quality.
• Ability to interact with Customers, technical teams, and various levels of leadership, to articulate key performance indicators and action plans.
• Possess excellent interpersonal skills, and written & verbal communication skills.
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.
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