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
Trainee IT Operations Specialist
Overview
As a Trainee IT Operations Specialist in the Operations Command Centre (OCC), you will play a vital role in supporting the continuous monitoring and operation of critical national infrastructure. The OCC functions 24 hours a day, 365 days a year, and is responsible for ensuring the availability, performance, and security of essential systems that support national operations.
Role
* Real-Time Monitoring: Constantly observe and analyse system dashboards, alerts, and performance metrics across a wide range of IT platforms and infrastructure.
* First-Line Incident Investigation & Resolution: Act as the first point of contact for technical anomalies, identifying root causes and applying known fixes where possible to restore normal operations quickly.
* Escalation Management: Escalate unresolved or high-impact incidents to second-line support teams or senior engineers, ensuring all necessary details are captured and communicated clearly.
* Operational Procedures: Follow established procedures and contribute to the improvement of monitoring and incident-handling processes.
* Shift Work: Participate in a 24/7 rotating shift pattern, including nights, weekends, and public holidays, ensuring continuous support and system availability.
All About You
* Education - Bachelors degree or equivalent experience preferred.
* Customer Service Skills: Ability to communicate effectively with both technical and non-technical stakeholders, maintaining professionalism under pressure.
* Willingness to Learn & Retain Knowledge: Eager to absorb technical knowledge and retain detailed procedures and troubleshooting steps.
* Teamwork & Independence: Comfortable working as part of a high-performing team while also demonstrating the initiative to solve problems independently.
* Problem-Solving Ability: Logical thinker with a proactive approach to identifying and resolving issues quickly and efficiently.
* Strong Work Ethic: Dependable and dedicated, with a focus on quality, accountability, and responsibility.
* Adaptability: Able to adjust to changing technologies, workflows, and priorities in a fast-paced environment.
This entry-level role is an excellent opportunity for individuals looking to begin a career in IT operations and infrastructure, offering hands‑on experience, mentorship, and progression pathways into more advanced leadership and technical positions.
Corporate Security Responsibility
* 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.
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