Key Responsibilities
KPI Monitoring & Operational Support
Proactively monitor applications, platforms, services, and key business KPIs using established monitoring tools.
Monitor production environments to detect anomalies, performance degradation, service disruptions, and operational issues.
Investigate alerts, incidents, and service failures and take appropriate actions based on defined procedures.
Ensure timely escalation and communication of critical issues to relevant stakeholders.
Support 24x7 operational monitoring through rotational shift coverage.
Troubleshooting & Incident Management
Perform detailed troubleshooting and root cause analysis of production incidents.
Analyze application logs, system behavior, and performance metrics to identify underlying issues.
Collaborate with Engineering, Product, Data, Infrastructure, and Support teams to drive incident resolution.
Participate in incident bridges, production support calls, and post-incident reviews.
Document findings, corrective actions, and preventive recommendations.
Analytics & Reporting
Analyze data using SQL, Snowflake, Tableau, Splunk, and Excel to identify trends, patterns, and operational insights.
Develop and maintain dashboards, visualizations, reports, and performance scorecards.
Prepare daily, weekly, and monthly operational reports for stakeholders and leadership teams.
Convert analytical findings into actionable recommendations that improve operational performance and KPI health.
Monitoring Automation & Continuous Improvement
Create and maintain Splunk searches, dashboards, reports, and automated alerts.
Enhance monitoring capabilities by identifying opportunities for automation and operational efficiency.
Track recurring incidents and recommend process improvements to reduce operational risk.
Support continuous improvement initiatives related to KPI monitoring, service reliability, and operational excellence.
Required Skills & Qualifications
Technical Skills
✅ SQL (Advanced Querying & Data Analysis)
✅ Splunk
Log Analysis
Search Processing Language (SPL)
Dashboard Development
Alert Configuration & Maintenance
✅ Tableau
Dashboard Development
Reporting & Visualization
Trend Analysis
✅ Snowflake
Data Investigation
Data Validation
Analytical Queries
✅ Microsoft Excel (Advanced)
Pivot Tables
VLOOKUP/XLOOKUP
Advanced Formulas
Data Analysis & Reporting
✅ Dynatrace
Application Monitoring
Service Monitoring
Performance Analysis
Alert Investigation
✅ Incident Management & Escalation
✅ Data Analysis & Troubleshooting
Required Competencies
Strong analytical and problem-solving skills.
Excellent troubleshooting and investigative mindset.
Ability to analyze large and complex datasets.
Strong attention to detail and accuracy.
Excellent verbal and written communication skills.
Ability to prioritize multiple incidents and manage competing priorities.
Strong stakeholder management and collaboration skills.
Ability to work independently and as part of a global operations team.
Comfortable working in a fast-paced production support environment.
Preferred Qualifications
Experience in production monitoring, operational support, NOC, SRE, Business Operations, or KPI monitoring functions.
Knowledge of application performance monitoring tools and observability platforms.
Understanding of incident management frameworks and operational best practices.
Experience working within Agile or DevOps environments.
Exposure to financial services, fintech, payment processing, or data-driven operational environments is a plus.
Education & Experience
Bachelor's Degree in any field.
1-3 years of experience in analytics, monitoring, production support, operations, or incident management roles.
Hands-on experience with Excel, SQL and data analysis tools preferred.
Shift Requirement
This position requires participation in a 24x7 rotational shift model, including weekends, public holidays, and on-call support as needed to ensure operational coverage.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
Abide by Mastercard’s security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
