About 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.
Responsibilities of the Candidate:
Perform L1 Application Support services on a 24x7x365 basis
Email Based Alert Monitoring – Initial response & triage of alerts using SOP
Validation of CRQ’s using Alerts or Dashboards
Application Performance and Monitoring using Dashboards
Problem Ticket creations & follow-ups for Alerts reductions
Alerts/Volumetric reporting (Bi-weekly, Monthly)Participation in TRT/Bridge calls for Critical alert resolution
Soft Skills & Situation Management over the phone callContribution in Knowledge Management – create/update new or existing SOP
Assign incidents generated by monitoring tools to corresponding application and support teams using SOPs.Escalate and engage Incident Requests and Change Requests to respective application teams using escalation matrix