Technical Lead

Job Summary

R-277587 Reliability Engineer II

Overview:

• Provide 24x7x365 communication support for Master Card’s global infrastructure; with focus on providing clear, succinct, and informative communications.

• The position will be responsible for communicating Incident status to a myriad of audiences, including Customers, internal partners, and Executives, by working with technical partners and business contacts.

• Provide a world class customer experience and integrate new products into existing B2B support models.

• Do you enjoy influencing change to drive improvements to the overall customer experience and increasing situational awareness of Incidents to business?

• Do you demonstrate strong leadership and technical competency, which allows you to translate technology expertise into effective communications?

• Have you worked in a high ops tempo, control center environment?

• Do you have experience orchestrating Executive-level status calls, which provide strategic and tactical updates during major Incidents?

• This position is responsible for change management including review, approval, reject different types of changes.

• Role

• Leverage available communication tools and processes to generate and tailor notifications to respective audiences.

• Effectively support the IT Service Management (ITSM) Incident Management process with effective internal and external communication.

• Regularly interact with Customers and internal partners.

• All About You

• Associate’s Degree or equivalent work experience.

• Have the proven ability to collaborate with others in support of products, processes, and problem resolution.

• Candidates should display superior customer service skills.

• Preferred candidates should have knowledge of the payments model, including Authorization, Clearing, and Settlement; additionally, the aptitude to learn any new products and technology Master Card may offer in the future.

• Proven experience with driving process improvement, product Integration, industrialization of a global support model, and quality.

• Ability to interact with Customers, technical teams, and various levels of leadership, to articulate key performance indicators and action plans.

• Possess excellent interpersonal skills, and written & verbal communication skills.

Key Responsibilities

null

Skill Requirements

null

Other Requirements

null