Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary (Lead / Senior) Enterprise Operations Engineer (Tier 1 Global Network Support) Overview Network Operations Center (NOC) is a strategic team responsible for ensuring the stable operation of Mastercard's Network infrastructure globally. This team manages eyes on glass monitoring, performs network systems health check validations, troubleshooting issues, and optimizing performance to support the organization's mission-critical operations. As a Lead / Senior Enterprise Operations Engineer, you will work in a fast-paced, dynamic environment, often requiring quick decision-making and problem-solving. The role may involve working in a command center setting, monitoring systems, coordinating with various teams, and ensuring optimal network performance and security. The Role• Network Monitoring: Eyes on glass monitoring of network performance and system alerts to ensure reliable operation. • Incident Response: Lead the incident response team to quickly address and resolve network outages or disruptions. Investigate outages, incidents; own problem tickets; replicate issues in lab and provide solutions to mitigate recurrence. • Troubleshooting: Diagnose and troubleshoot complex network issues, employing analytical skills and technical expertise. Acceptance testing of new tech including upskilling of ops.• System Maintenance: Perform regular maintenance checks and updates to network systems, including hardware and software.• Performance Optimization: Analyze network performance metrics and implement improvements to enhance efficiency and reliability.• Documentation: Maintain detailed records of network configurations, incidents, and performance reports.• Coordination: Collaborate with other IT teams and stakeholders to ensure integrated and cohesive network operations.• Training: Provide guidance and training to junior engineers and team members on best practices and standard operating procedures.• Compliance: Ensure that network operations comply with organizational policies, industry standards, and regulatory requirements. Work Arrangements: • Hybrid working environment • Willingness to work in a shift-based environment, including nights, weekends, and holidays as required. All about You:• Education: Bachelor's degree in information technology, Computer Science, or related field.• Experience: Some years of experience in network operations, with a focus on complex IT infrastructures.• Certifications encouraged but not required: Relevant certifications such as Arista / Aruba / Cisco / Palo CompTIA Network+, or equivalent.• Technical Skills: Proficiency in network protocols, routing, switching, firewall management, and network security principles.• Problem-Solving: Highly analytical and good at troubleshooting with the ability to resolve complex network issues.• Communication: Excellent verbal and written communication skills, with the ability to convey technical information clearly.• Availability: Willingness to work in a shift-based environment, including nights, weekends, and holidays as required. Good-to-Haves:• Advanced Degrees: Master's degree in a related field.• Additional Certifications: Advanced network certifications and specialized training in network technologies.• Project Management: Experience in managing network-related projects and initiatives.• Industry Knowledge: Familiarity with industry best practices and emerging trends in network operations. 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.

• Provide fast-paced product and technical support to full portfolio of DataVisor clients via our support ticketing system • Ability to triage support requests in an effective manner to ensure request prioritization is maintained • Help monitor and manage internal alerts and dashboards in relation to system health, including but not limited to: API throughput and latency, UI functionalities, batch data pipelines, data backup and high availability system failover setup • Gain and maintain deep knowledge about DataVisor products, system architecture, and customer use cases to independently provide timely support to customers on the basic product and system support requests • Work closely with various Engineering teams (Infrastructure, Platform, Frontend, QA, etc.) and Product team on the escalation of serious product bugs or system issues, and facilitate the issue investigation, root cause analysis, and progress updates internally and externally • Give clear explanation both internally and externally throughout the request handling process to ensure internal teams understand the issues and customer requests, and customers understand the technical explanation from internal teams about root cause and workaround suggestions • Use Zendesk and Jira systems to document the issue symptoms, steps to reproduce, basic triage findings, Engineering investigation findings, possible workarounds, and solution planning • Ability to analyze and track recurring support issues and trends to provide feedback on product enhancements and training

• Monitor and evaluate NMS indicators; • Analyze data collected in satisfaction surveys; • Analyze and inform the TRIBUNAL of any impacts on operations and the risks associated with changes requested by the TRIBUNAL to standards, systems, and service procedures, proposing mitigation actions; • Analyze overall service performance using quality management tools; • Calculate and report contractually specified indicators; • Perform the activities described in Annex VIII – Curation related to the professional profile; • Evaluate existing processes to identify possible improvements and propose action plans to improve service delivery; • Collect feedback from the TRIBUNAL about support teams to identify areas for continuous improvement in support processes; • Coordinate audits of remote service records; • Apply statistical processing to the data involved in the support process, presenting monthly charts and reports containing means, standard deviation, trends, correlations, stratifications and decompositions, simulations, projections, and other analyses requested by the TRIBUNAL; • Define metrics and, based on them, measure individual and team performance with the objective of promoting continuous service improvement;

Role Description As a Senior Technical Support Specialist, you will provide product and system support to our full portfolio of clients. This role follows a Wednesday to Sunday work schedule to support client coverage needs across different time zones. You will need to become an expert user of our end-to-end fraud prevention platform and provide timely, fast-paced responses to clients via our Zendesk ticket system. You will also work closely with our product team to share customer feedback on product usability. The Senior Technical Support Specialist will collaborate closely with engineering teams to troubleshoot product and system issues and is expected to develop a strong understanding of our system architecture. You will need strong communication skills to speak with clients directly, identify the source of their issues, and provide clear explanations once the solution or root cause is found. Key Responsibilities - Provide fast-paced product and technical support to full portfolio of DataVisor clients via our support ticketing system. - Ability to triage support requests in an effective manner to ensure request prioritization is maintained. - Help monitor and manage internal alerts and dashboards in relation to system health, including but not limited to: API throughput and latency, UI functionalities, batch data pipelines, data backup and high availability system failover setup. - Gain and maintain deep knowledge about DataVisor products, system architecture, and customer use cases to independently provide timely support to customers on the basic product and system support requests. - Work closely with various Engineering teams (Infrastructure, Platform, Frontend, QA, etc.) and Product team on the escalation of serious product bugs or system issues, and facilitate the issue investigation, root cause analysis, and progress updates internally and externally. - Give clear explanation both internally and externally throughout the request handling process to ensure internal teams understand the issues and customer requests, and customers understand the technical explanation from internal teams about root cause and workaround suggestions. - Use Zendesk and Jira systems to document the issue symptoms, steps to reproduce, basic triage findings, Engineering investigation findings, possible workarounds, and solution planning. - Ability to analyze and track recurring support issues and trends to provide feedback on product enhancements and training. Qualifications - 5-7 years of technical support experience in SaaS companies in Big Data Analytics industry. - 3+ years of experience using and/or supporting real time data processing or Decision Engine type products. - B.A./B.S. degree in a technical, analytical, or engineering discipline. - Excellent problem-solving and troubleshooting skills. - Excellent communication skills and ability to multitask in fast-paced environment. - Strong time and project management ability with focus to ensure deadlines are met. - Ability to communicate technical information in an accessible manner to non-technical employees. - Coding and database experience (e.g. Python, Java, SQL) a plus. - A process standardization and process improvement mindset. - EU citizen residing in Ireland. Requirements - Compensation: Annual salary range of EUR 50,000 - 75,000, commensurate with experience. - Bonus, PTO.