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.
