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 24hours a day, 365days a year on site, 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
* 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.
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.
* Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
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