Director, BizOps

Mastercard

Pune, Maharashtra
Permanent
Full-time

1 month ago

Our PurposeWe work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.Title and SummaryDirector, BizOpsJob Description Summary
"The MDES BizOps team is looking for a Director - Business Operations who can help us solve problems, and lead Mastercard in best practices.
- Are you a born problem solver who loves to figure out how something works?
- Are you a CI/CD geek who loves all things automation?
- Do you have a low tolerance for manual work and look to automate everything you can?Business Operations is leading the DevOps transformation at Mastercard through our tooling and by being an advocate for change & standards throughout the development, quality, release, and product organizations. We need team members with an appetite for change and pushing the boundaries of what can be done with automation. Experience in working across development, operations, and product teams to prioritize needs and to build relationships is a must.MissionThe role of business operations is to be the production readiness steward for the platform. This is accomplished by closely partnering with developers to design, build, implement, and support technology services. A business operations engineer will ensure operational criteria like system availability, capacity, performance, monitoring, self-healing, and deployment automation are implemented throughout the delivery process. Business Operations plays a key role in leading the DevOps transformation at Mastercard through our tooling and by being an advocate for change and standards throughout the development, quality, release, and product organizations.We accomplish this transformation through supporting daily operations with a hyper focus on triage and then root cause by understanding the business impact of our products. The goal of every biz ops 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. Biz Ops 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 biz ops focus is also on streamlining and standardizing 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 biz ops 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.Responsibilities
The successful candidate will fulfill three main missions: monitor, support and deploy applications.

Application monitoring: implementing & maintaining dashboards and tools to monitor application health and performance, participate to recurring reviews, detect & analyze anomalies,
Application support: as a support engineer, help platform users (internal teams), troubleshoot issues with the platform, dispatch and follow up with other more specialized teams (development, infrastructure) or third party vendors, or investigate incorrect application behaviors,
Application deployment: prepare and implement new application releases rollouts and migrations.

The successful candidate will work closely with the other team members (application engineers, system & network administrators, technical architects), the application development teams, and other operational teams (customer onboarding, business operations and customer support teams, compliance and finance operations). This is not a customer facing position.Roles

Prepare & execute procedures for new application releases/updates
Troubleshoot application issues so that other teams can fix or work around them – implement restoration procedures as needed; follow up on raised issues.
Monitor applications health & performance
Improve and maintain tools to monitor applications health (mainly Grafana & Splunk dashboards & alerts)
Participate in 24/7 on-call guard duties on rotation basis
Help improve team processes (planned works, ticket management, communication flows…)
Schedule planned works as requested
Review procedures so that they minimize customer impacts
Make sure communication to impacted users is done accordingly and timely
Write RCAs (root cause analysis) in case of production incidents

About You:

DevOps/Application Deployment or technical support experience
Fast learner – you’ll need both technical and business background to understand what you’re doing
Previous experience in start-up, technology or financial services preferred
Customer-focus and driven
Process-centric
Aware of and comfortable with the operational constraints of a 24/7 worldwide service that can’t stand any service interruption (even planned) – planned works can be stressful at times
Autonomous and accountable
Pragmatic
Dynamic and results-oriented
Good communicator – comfortable with writing

What we are looking for:

Degree in Computer Science or related technical field involving coding or equivalent practical experience.
Experience with algorithms, data structures, scripting, pipeline management, and software design.
Systematic problem-solving approach, coupled with strong communication skills and a sense of ownership and drive.
Ability to troubleshoot and automate routine tasks.
We support many different stakeholders. Experience in dealing with difficult situations and making decisions with a sense of urgency is needed.
Experience in one or more of the following is preferable: Splunk SPL, Python, Javascript, Go ...
Interest in analyzing and troubleshooting large-scale distributed systems.
We need team members with an appetite for change and pushing the boundaries of what can be done with automation. Experience in working across development, operations, and product teams to prioritize needs and to build relationships is a must.
Technical environment: Linux, Kubernetes, Atlassian stack (Jira, Confluence, Fisheye, Crucible), Git, Helm templates, Mongodb, PostgreSQL, Python, Splunk, Grafana, Web APIs, Micro services, Java

Corporate Security ResponsibilityAll 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, andComplete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Mastercard

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