Operational Excellence Specialist

Our mission is to deliver exceptional operational excellence throughout the entire lifecycle of our services.

• We engage in and continually improve the inception, design, deployment, operation, and refinement of all our services.
• Our team analyzes ITSM activities and provides valuable feedback to development teams on operational gaps or resiliency concerns.
• Before services go live, we support activities such as system design consulting, capacity planning, and launch reviews.
• Maintaining services once they are live involves measuring and monitoring availability, latency, and overall system health.
• Scaling systems sustainably is achieved through automation and evolving systems by advocating for changes that improve reliability and velocity.
• Our team practices sustainable incident response and conducts blameless postmortems.
• Taking a holistic approach to problem-solving, we connect the dots during production events across the technology stack to optimize mean time to recover.
• As part of a global team spread across multiple geographies and time zones, we work collaboratively to achieve our goals.

Key responsibilities include designing, implementing, and enhancing 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.
• Using Jenkins to orchestrate builds and build out the CI/CD pipeline is crucial.
• Supporting deployments of code into multiple lower environments with an emphasis on automating current processes is vital.
• Designing and implementing a code management strategy that supports parallel deployments across multiple environments is also key.

• A Bachelor's 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).
• Strong analytical skills, effective 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.
• Ability to work across development, operations, and product teams to prioritize needs and build relationships.

Business Operations Engineer Role Overview

• The role of business operations is to act as the production readiness steward for our 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.