Senior Network Operations Analyst

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential.

Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. Overview TechConnect supports a myriad of IT needs at Mastercard. As a Network Operations Analyst II, you will be supporting the TechConnect Help Desk by investigating advanced customer issues, strategizing requests for enhancement, and leading and/or participating in projects.

With a focus on the customers’ experience and the continuous change in technology, this role promotes the implementation of strategic and preventative solutions. Identifying a need and finding a way to fill it, is key to success in this role. Additionally, assistance will be provided in the Operational Excellence and Governance area, which translates to Mastercard’s performance regarding measurable action indicators based on the voice of employees and technology trackers.

This raise the bar initiative is a partnership across the Network Operations team and cross-functional business associates. The intent is to unite to tighten mission critical support, tools and applications. Role • From operational data identify areas for improvement, what are potential concerns and adequate solutions. • Lead moderate to complex projects and create operational procedures to drive operational readiness for employees. • Take information from employee Pulse surveys to drive improvements. • Manage the administration of onboarding and termination access requests • Demonstrate professionalism, integrity, and good corporate citizenship when responding to customers. • Escalate requests and follow through to completion. • Accountable for reviewing and possible preparation of a variety of daily/weekly/monthly reports. • Monitor status of defined SLAs and SLOs to ensure expectations are met. • Detail oriented – identify both trends and gaps. • Schedule and facilitate daily meetings with the Help Desk leads. • Provide periodic updates to management. • Work with business partners to communicate business objectives, requirements and solutions. • Adhere to and follow Mastercard policies and procedures in all activities. • Complete daily, weekly and monthly administration tasks • Assist in coordination of vendor meetings • On-call support Required skills and expertise • Bachelor’s degree or equivalent work experience. • Experience with Remedy. • Possess excellent interpersonal skills, written and verbal communication skills. • Strong customer service and relationship-building skills regardless of career level. • Self-motivated, work independently with minimal direction from management • Attention to detail and accuracy while multi-tasking • Possess analytical and problem solving abilities. • Ability to project manage and coordinate activities cross-functionally. • Experience with driving process improvement. • Proven ability to rely on experience and judgment to plan and accomplish goals in a fast paced, changing environment, with a sense of urgency. 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.