Mastercard – BizOps Engineer I

Job Description:

The BizOps Engineer I role at Mastercard is a dynamic and impactful opportunity for professionals interested in operations engineering, production support, and large-scale system reliability. This role sits at the intersection of technology, operations, and customer experience, ensuring that critical payment platforms run smoothly across global systems. As part of Mastercard’s mission to power a connected digital economy, you will contribute to maintaining high availability, performance, and resilience of enterprise-grade applications.

In this role, you will act as a first-level technical expert responsible for triaging customer issues, analyzing system behavior, and collaborating with cross-functional teams to resolve incidents efficiently. You will work with tools and technologies related to observability, automation, and monitoring, ensuring minimal downtime and optimal system performance. The position also involves working with distributed systems, handling high-severity incidents, and ensuring adherence to service-level agreements.

Mastercard provides a collaborative and innovation-driven environment where engineers are encouraged to automate repetitive tasks, improve operational processes, and enhance system reliability. You will gain exposure to real-world production environments, cloud technologies, and advanced monitoring tools. This role is ideal for candidates who enjoy problem-solving, system troubleshooting, and driving continuous improvement in large-scale technology ecosystems.

Roles & Responsibilities:

• Monitor and manage incoming tickets, alerts, and incidents, ensuring timely triaging and resolution of customer issues.
• Categorize and prioritize issues based on severity and business impact, ensuring adherence to SLAs and response timelines.
• Troubleshoot production issues using Linux commands, logs, and monitoring tools to identify root causes.
• Collaborate with cross-functional teams such as product, engineering, and customer support to resolve complex issues.
• Escalate critical incidents following defined protocols and ensure proper communication with stakeholders.
• Maintain and update knowledge base documentation to support self-service and improve operational efficiency.
• Analyze system trends and operational metrics to identify recurring issues and recommend improvements.
• Drive automation initiatives to reduce manual efforts and improve system reliability.
• Create dashboards and reports to monitor KPIs such as MTTR, backlog, and SLA adherence.
• Contribute to continuous improvement by identifying inefficiencies and enhancing support processes.

Requirements & Eligibility:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Strong understanding of Linux systems, including command-line operations and troubleshooting techniques.
• Knowledge of databases such as Oracle, SQL, or MongoDB, with basic querying skills.
• Familiarity with observability and monitoring tools like Splunk, Dynatrace, Prometheus, or Datadog.
• Understanding of ITSM practices, including incident management and service desk operations.
• Basic knowledge of networking concepts such as TCP/IP, DNS, HTTP/S, VPNs, and firewalls.
• Exposure to cloud platforms and networking concepts (AWS, Azure) is an added advantage.
• Experience or interest in automation and scripting using Python, Shell scripting, or similar tools.
• Strong analytical and problem-solving skills, with the ability to work under pressure in high-severity incidents.
• Excellent communication skills to collaborate with both technical and non-technical stakeholders.

Expected Salary:

For a BizOps Engineer I role in Pune, the typical salary ranges between ₹8 LPA to ₹16 LPA, depending on experience in production support, system troubleshooting, and automation. Mastercard also offers competitive benefits, including bonuses, wellness programs, and strong career growth opportunities in global technology operations.

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