Information Systems - Network Operations Analyst I - Level 9 Network Operations Analyst I - Level 9

Overview

• Monitors the Mastercard networking environments to ensure a consistently high level of service at all times to meet established SLA's

• Troubleshoots and resolves issues

Responsibilities

• Provides routine technical support and maintenance for Mastercard’s operations environment with an emphasis on networking technologies

• Clarifies common customer problems and provides resolutions for simple system failures or degradations according to standard protocols

• Monitors and takes calls for problems, taking corrective actions to minimize customer impact

• Creates and updates internal tickets to document monitoring and recovery steps for the Mastercard Operations Command Center

• Recommends areas for network enhancements and assists with implementing basic changes within the network environment

• Supports customer interactions to provide infrastructure related services, including incident, problem, change and capacity management, and reporting activities For Service Assurance:

• Performs projects and contributes to procedures, to ensure operational readiness for OCC employees

Experiences

• Experience providing routine to moderately complex technical support and maintenance for networking technologies within the operations environment

• Successfully interacts with customers, demonstrating an understanding of customer problems and experiences

• Experience recommending basic areas for network enhancements for operational and financial value and supporting the implementation of improvements

• Participates in shift turnovers, interpreting escalated issues, and resolving open tier I and II tickets

 

 

Job Overview:

Provide technical support for MasterCard’s operations environment. Analyze information to determine MasterCard performance and areas of improvement. Test and verify the MasterCard infrastructure to ensure it meets specifications and requirements

 

Major Accountabilities:

• Monitor and take corrective action for problems while minimizing customer impact.

• Create and/or update internal tickets to document monitoring and recovery steps.

• Perform routine maintenance procedures as required by policy or procedure.

• Maintain metrics as defined by management.

 

Education:

• Bachelor’s degree or equivalent experience

 

Knowledge / Experience:

• Candidate will require basic knowledge of routing/switching, tunneling, security operations/engineering,MPLS.

• à This is the objective since they might not know our environment à OCC Entry Level -- -- Demonstrates ability to function in 2 of the 5 expertise areas in the OCC. (Unix, Mainframe, Production Control, Debit, Network) and is proficient in 1 of the 5 OCC expertise areas. Is a subject matter expert in 1 of the 5 expertise areas of the OCC.

• •Firewall experience

• 1 year or relevant experience required

 

Skills/ Abilities:

• Effective problem/troubleshootingskills’ written and verbal communication skills; organization and interpersonal skills.

 

Work Conditions:

• Some on-call responsibility and occasional off hours work required.

• 12 Hour Shift work.

• Work one weekend day per work week."