Senior Technician, Network Operations

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 Senior Technician, Network Operations Overview • Monitors the Mastercard networking environments to ensure a consistently high level of service at all times to meet established SLA's • Troubleshoots and resolves issues Responsibilities • Provides routine technical support and maintenance for Mastercard’s operations environment with an emphasis on networking technologies • Clarifies common customer problems and provides resolutions for simple system failures or degradations according to standard protocols • Monitors and takes calls for problems, taking corrective actions to minimize customer impact • Creates and updates internal tickets to document monitoring and recovery steps for the Mastercard Operations Command Center • Recommends areas for network enhancements and assists with implementing basic changes within the network environment • Supports customer interactions to provide infrastructure related services, including incident, problem, change and capacity management, and reporting activities For Service Assurance: • Performs projects and contributes to procedures, to ensure operational readiness for OCC employees Experiences • Experience providing routine to moderately complex technical support and maintenance for networking technologies within the operations environment • Demonstrates in-depth understanding of procedures and protocols, clarifying customer problems and resolving system failures according to protocols • Successfully interacts with customers, demonstrating an understanding of customer problems and experiences • Experience recommending basic areas for network enhancements for operational and financial value and supporting the implementation of improvements • Participates in shift turnovers, interpreting escalated issues, and resolving open tier I and II tickets 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.