Technical Support Specialist

Job Summary

 

The Real Time Payments International team is looking for a Site Reliability Engineer (SRE) to drive application deployment readiness, manage day-to-day operational stability and support the reliability of critical payment platforms by implementing automation, leverage best practices and work with a high‑impact team responsible for driving production readiness, reliability, and DevOps automation across Mastercard platforms.

This role plays a key part in incident management, change readiness, and platform operations, while contributing to continuous improvement initiatives.

Key Responsibilities

Platform Operations & Stability Support end-to-end availability, monitoring, and performance of critical payment platforms. Execute operational processes to ensure platform health and stability. Participate in capacity checks, readiness validations, and environment monitoring. Incident Management & Execution Actively manage and coordinate incident triage and resolution. Serve as incident commander driving medium to high-severity incidents. Ensure timely updates, accurate impact assessment, and appropriate escalation. Contribute to root cause analysis with clear identification of actions and ownership. Change & Release Support Participate in highlighting gaps and defining test cases required for a change in lower environments and validate lower environment test completeness. Ensure adherence to change governance processes (test case reviews, checklists, approvals, rollback readiness). Engage in creating change plans and support execution of production changes, deployments, and validations. Technical Troubleshooting Perform hands-on troubleshooting across: Application behaviour and dependencies. Infrastructure components (compute, network, storage). Database and performance issues. Collaborate with engineering, infrastructure and other technical teams to isolate and resolve issues efficiently. Monitoring & Observability Improve system health monitoring using observability tools and alerts. Identify gaps in alerting and contribute to improving quality of alerting and dashboards. Ensure proactive detection of anomalies using observability tools. Automation & Process Improvement Contribute to automation initiatives to reduce toil and errors. Identify repetitive operational tasks and drive improvements. Support implementation of DevOps best practices. Leverage AI-driven tools to improve monitoring, incident detection, and operational efficiency, enabling faster troubleshooting and reduced manual effort in day-to-day operations. Stakeholder Coordination Work closely with engineering, program teams, and external partners during incidents and changes. Provide structured updates to stakeholders with clarity and consistency. Ensure alignment during critical activities. Risk Identification Highlight operational and platform risks including test coverage gaps, infrastructure constraints, dependency risks. Escalate issues proactively and support mitigation tracking. Team Contribution & Mentorship Support onboarding and guidance of junior team members. Contribute to runbooks, documentation, and knowledge sharing. Drive consistency in execution and adherence to operational standards. Success in This Role Looks Like: Deep Operational Ownership (“Built to Run” Mindset) A successful Lead SRE Engineer is fully accountable for the operational health of their program, not just responsive to incidents. Monitoring, alerting, and dashboards that reflect real customer impact. Emergency response and incident leadership, including clear communications and post-incident follow‑ups. Capacity planning and readiness aligned with product and business growth. Change management discipline, ensuring safe, compliant releases. 2.Strong Technical & System-Level Understanding A Lead SRE Engineer is expected to operate at system dependency level, not just ticket or tool level. Have a strong understanding of application business logic and workflows. Have a clear grasp of upstream/downstream dependencies. Expertise in observability (alerts, dashboards, synthetic monitoring). Ability to drive automation to reduce manual toil and recurring issues. End to End ownership of tasks and activities. 3. Incident Leadership & Decision-Making Under Pressure Beyond technical skill, Leads are distinguished by how they lead during high‑severity situations. Takes command of major incidents, not waiting to be asked. Maintains calm, structured communication with engineering, product, and leadership. Balances speed vs risk in decision-

Skill Requirements

• Experience in production support, SRE, or BizOps roles.
• Exposure to managing incidents and supporting distributed systems.
• Experience in payments ecosystem will be preferred.
• Knowledge of monitoring and alerting tools like Splunk, Dynatrace, Blaze meter.

• Knowledge of automation and DevOps practices. Demonstrated ability to design end‑to‑end CI/CD flows that deliver high‑quality software to production with minimal manual intervention — including centralized configuration and unified pipelines across environments.

• Experience working in cross-functional and high-pressure environments.
• Ability to organize, multi-task and prioritise work based on current business needs.
• Possesses strong verbal and written communication skills.
• Strong relationship skills, collaborative skills and stakeholder management skills.
• Experience in one or more scripting language is preferred.
• Interest in designing, analysing and troubleshooting large-scale distributed systems.
• Ability to work with little or no supervision.

Tech skills --

• Operating System – Unix [Commands and scripting]
• Database - Oracle or equivalent
• Devops -> Chef, Jenkins, Github or any equivalent tools

Other Requirements