For All Team Members

Engage in and improve the entire lifecycle of services, from inception and design through deployment, operation, and refinement.
Analyze ITSM activities of the platform and provide feedback to development teams on operational gaps or resiliency concerns.
Support services before they go live through activities such as system design consulting, capacity planning, and launch reviews.
Maintain services once they are live by measuring and monitoring availability, latency, and overall system health.
Scale systems sustainably through mechanisms like automation and evolve systems by advocating for changes that improve reliability and velocity.
Practice sustainable incident response and blameless postmortems.
Take a holistic approach to problem solving, connecting the dots during a production event across the technology stack to optimize mean time to recover.
Work with a global team spread across tech hubs in multiple geographies and time zones.

For Team Members Supporting The DevOps Pipeline

Design, implement, and enhance deployment automation based on Chef. Proven experience writing Chef recipes/cookbooks is essential, along with designing and implementing a Chef-based release and deployment process.
Use Jenkins to orchestrate builds and build out the CI/CD pipeline.
Support deployments of code into multiple lower environments, with an emphasis on automating current processes as soon as possible.
Design and implement a code management strategy that supports parallel deployments across multiple environments. Experience with automation for branch management, code promotions, and version management is a plus.

Qualifications

BS degree in Computer Science or a related technical field, or equivalent practical experience.
Experience with networking, access management, API management, and alerting/monitoring tools such as Dynatrace, Splunk, and Blazemeter.
Experience with customer experience applications and supporting technologies, particularly workforce management and telephony applications (e.g., Verint, Avaya/Genesys, Salesforce/Service Cloud).
A systematic problem-solving approach, strong communication skills, and a sense of ownership and drive.
Experience in dealing with difficult situations and making decisions with urgency.
An appetite for change and pushing the boundaries of what can be done with automation.
Experience working across development, operations, and product teams to prioritize needs and build relationships.

Role Overview - Business Operations Engineer

The role of business operations is to act as the production readiness steward for the platform, partnering closely with developers to design, build, implement, and support technology services.
A business operations engineer ensures 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 transformation at Mastercard through tooling and advocating for change and standards across development, quality, release, and product organizations.
Focuses on supporting daily operations with a hyper-focus on triage and root cause analysis, understanding the business impact of products.
The goal is to shift left, becoming more proactive and upfront in the development process, managing production and change activities to maximize customer experience and increase overall application value.
Biz Ops teams also focus on risk management, compliance, and risk mitigation across environments, ensuring all activities are tied together with a focus on operational needs.
A key focus is on streamlining and standardizing application-specific support activities, centralizing points of interaction for both internal and external partners, and communicating effectively with key stakeholders.
The ultimate goal is to align product and customer-focused priorities with operational needs, continuously reviewing run states, providing feedback to development partners, and improving the customer experience of applications.

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