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Mastercard · 2 days ago

Principal BizOps Engineer

O'Fallon, MO

Full-time

Onsite

Senior Level, Lead/Staff

$152K/yr - $258K/yr

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. The Principal BizOps Engineer role involves handling customer work-orders, resolving issues, and coordinating with other teams to ensure a positive customer experience.

FinanceFinancial ServicesInformation TechnologyPayments

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Monitor and respond to incoming tickets, alerts, or calls through the designated support channels

Categorize and prioritize customer tickets based on urgency, severity, and impact, ensuring timely and efficient resolution

Provide appropriate solutions or workarounds and escalate issues to the appropriate team when needed

Work closely with other teams (CTS, Biz Ops , product development) to gather information, understand complex issues, and develop comprehensive solutions

Maintain clear and effective communication with stakeholders, providing updates on issue status and resolution progress

Maintain and update knowledge base articles and internal documentation to improve self-service capabilities and ensure consistent information delivery

Maintain accurate and detailed records of triaged issues in the ticketing system

Escalate critical incidents following established protocols

Contribute to documentation and continuous improvement of triage processes

Identify and propose process improvements to streamline triage and collaboration workflows, enhancing efficiency and customer satisfaction

Track and analyze key performance indicators (KPIs) related to triage efficiency, issue resolution time, and customer satisfaction

Maintain accurate records of customer issues and resolutions in Mastercard ticketing platforms

Stay up-to-date on new products, features, and procedures to effectively support customers

Identify areas of toil and improve support methods to reduce the identified toil over time

Increase automation and tooling to reduce toil manual intervention

Analyze ITSM activities of the platform and provide feedback loop to relevant stakeholders on efficiency gaps and concerns

Qualification

LinuxDatabase conceptsObservability toolsITSM practicesTicketing systemNetwork conceptsAnalytical skillsProblem-solvingCommunication skillsTeam collaboration

Required

Strong Linux foundation. Able to navigate and use commands while troubleshooting issues

Database concepts and commands, Oracle, SQL, Mongo

Experience with observability tools like Splunk, Dynatrace, Prometheus, or Datadog

Experience in ITSM practices with knowledge on incident management and service desk operations will be good

Understanding of Ticketing system and workflows in a large corporate setting

Understanding of client-server relationships, network concepts, and operating system navigation

Understanding of TCP/IP, DNS, HTTP/S, VPNs, firewalls

Familiarity with cloud networking (AWS VPCs, Azure VNets) will be added benefit

Systematic problem-solving approach, analytical skills coupled with sense of ownership

Interest in analyzing, and troubleshooting large-scale distributed systems

A passion for observability, automation, and continuous improvement

Capability to embrace challenging opportunities, while effectively contributing as a member of a diverse, geographically dispersed, and matrix-structured project team

Ability to balance doing things right with fixing things quickly. Flexible and pragmatic, while working towards improving the long-term health of the system

Strong verbal and written communication skills, including the ability to explain technical issues to non-technical audiences

Benefits

Insurance (including medical, prescription drug, dental, vision, disability, life insurance)

Flexible spending account and health savings account

Paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)

80 hours of Paid Sick and Safe Time

25 days of vacation time and 5 personal days, pro-rated based on date of hire

10 annual paid U.S. observed holidays

401k with a best-in-class company match

Deferred compensation for eligible roles

Fitness reimbursement or on-site fitness facilities

Eligibility for tuition reimbursement

56 hours of Paid Sick and Safe Time

Jury duty leave

On-site fitness facilities in some locations

Company

Mastercard

Glassdoor4.2

Mastercard is a financial network that processes payments between banks and cardholders.

Founded in 1966

Purchase, New York, USA

10001+ employees

http://www.mastercard.com

H1B Sponsorship

Mastercard has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (540)

2024 (319)