Lead, Enterprise Operations

Position: Lead, Enterprise Operations-2
** 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, Enterprise Operations-2###   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.
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.  Role  In this position, you will:
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)    All About You  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…