Lead, Enterprise Operations

Overview

The Network Operations Center (NOC) within Global Network Operations is seeking a Lead Enterprise Operations Analyst to support Mastercard's mission of ensuring that our global network infrastructure remains operational, secure, and highly available. This role is based in the US Region and will focus on leading L1 tier operations, mentoring junior network analysts, and providing technical expertise in troubleshooting and resolving complex network incidents.

The ideal candidate is a seasoned network professional with deep technical knowledge, exceptional communication skills, and a passion for developing talent. You will thrive in a fast-paced, high-pressure environment and play a critical role in maintaining the operational excellence that supports Mastercard's global digital infrastructure.

• Lead and mentor L1 network analysts across the US Region, providing technical guidance, knowledge transfer, and skill development
• Perform advanced troubleshooting and root-cause analysis for complex network incidents using BGP, EIGRP, and TCP/IP protocols
• Conduct packet capture (PCAP) analysis to diagnose network performance issues and security incidents
• Triage and prioritize multiple simultaneous incidents based on business impact and severity, ensuring resolution within defined SLAs
• Serve as an escalation point for critical network issues, coordinating cross-functional resolution efforts
• Monitor and maintain network infrastructure including Cisco, Arista, Aruba, Fortinet, CheckPoint, and Palo Alto technologies
• Leverage monitoring and analytics tools such as Splunk and Netscout to proactively identify and resolve network anomalies
• Support Linux-based network systems and troubleshoot OSI layer-specific issues
• Track and report on Key Performance Indicators (KPIs), Service Level Objectives (SLOs), and other ITSM metrics
• Participate in a 24x7 on-call rotation, including weekend shifts, to ensure continuous operational support
• Collaborate with engineering, security, and infrastructure teams to implement network improvements and operational best practices
• Develop and maintain operational documentation, runbooks, and knowledge base articles
• Drive continuous improvement initiatives to enhance NOC efficiency and reduce mean time to resolution (MTTR)

• The ideal candidate for this position should have 5+ years of hands-on experience in network operations, with proven expertise in L1/L2 support environments
• Possess expert-level knowledge of BGP and EIGRP routing protocols, including troubleshooting and optimization
• Demonstrate strong proficiency in TCP/IP protocols and OSI model troubleshooting across all seven layers
• Have advanced skills in packet capture analysis using tools like Wireshark, tcpdump, or similar
• Show extensive operational experience with enterprise networking equipment:
  Cisco, Arista, Aruba, Fortinet, CheckPoint, and Palo Alto
• Be proficient in Linux system administration and command-line troubleshooting
• Have hands-on experience with network monitoring and SIEM tools such as Splunk and Netscout
• Demonstrate mastery of ITSM frameworks, including incident management, problem management, and change management processes
• Possess exceptional written and verbal communication skills, with the ability to clearly articulate technical issues to both technical and non-technical stakeholders, including executive leadership during critical incidents
• Show proven ability to mentor and develop junior team members, fostering a culture of learning and continuous improvement
• Excel at multitasking and prioritization in high-stress situations, maintaining composure and clarity under pressure
• Be a collaborative team player with strong interpersonal skills and a customer-service mindset
• Display initiative, curiosity, and a commitment to staying current with emerging network technologies
• Have flexibility to work rotating shifts, weekends, and holidays as part of a 24x7 operational model
• (Preferred) Hold industry certifications such as CCNP, JNCIP, or equivalent vendor certifications

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 a merit-based, 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…