IT Service Management (ITSM) SR Analyst

Our Purpose

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. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

IT Service Management (ITSM) SR Analyst

Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Overview
The Network Operations team is looking for a Senior Network Engineer to help oversee Incident, Problem, and Change Management for Mastercard's Network programs to ensure we are delivering on our customer's expectations of performance and availability of our products and services. The ideal candidate has a thorough understanding of current network technologies, a background in Network Operations and/or Engineering, and experience with Information Technology Infrastructure Library (ITIL) and Information Technology Service Management (ITSM) methodologies.

Role
Provide oversight and subject matter expertise for Network Operations and Engineering's ITSM processes for Incident, Problem, and Change Management.
Provide training to other teams within the Network programs on ITSM best practices.
Provide reporting to leadershipd on key performance indicators on adherence to Mastercard's ITSM requirements.
Identify gaps and opportunities to mature existing ITSM processes and partner with the ONE Service Management team to implement improvements.
Collaborate with other teams to determine root cause analysis (RCA) and corrective action.
Prepare presentations for post-mortem reviews of major incidents with executive leadership.
Accountable for Change Management policy adherence to ensure network changes are strategically planned and executed with the least risk of service disruption to our customers.
Accountable for evaluating changes for accurate and appropriate documentation and information is present prior to change approval.
Audit Incident and Problem tickets to ensure that documentation is sufficient and Post-Incident Review and RCA activities are completed.
Perform Problem Management to track and manage monitoring defects or process gaps to prevent the reoccurrence of Network outages.
Perform network analysis to ensure network integrity and performance is at an optimal state.
Provide coaching and guidance to team members about Mastercard's ITSM processes and requirements.

All About You
Do you like to come up with solutions to tough problems?
Do you have strong analytical skills?
Advanced understanding of ITIL and ITSM principles for Change, Incident, and Problem Management.
Intermediate knowledge of network routing and switching is required.
Experience with Remedy is highly desired.
Experiencing creating reports is required.
Strong written and verbal communication skills required.
Bachelors Degree with a major relevant to Information Technology.

Responsibility
Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.

Mastercard is an inclusive equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 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, gender-inclusive benefits and many more.