MasterCard L2 Application Support, Engineer in Vadodara, India

Who is MasterCard?

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

L2 Application Support, Engineer

Overview\n\nSolving our customers€™ issues quickly and effectively is what Product and Deployment support is all about.\nAs a Global Support Team we will be responsible for providing support throughout the entire support process. From initial RFI €“ request for information of what we provide in terms of support, to asking how we can help to expand support to other regions. These services all need to be planned out in a way that promotes customer success in the best way, while following a strict path in accordance to the Global Support Model.\n\nProvide Level 2 and Level 3 Application and Deployment Support to our customers.\nResolve customers€™ issues related to Application and Deployment in 24/7 environment.\nWork with our development and QA to remediate customer bugs and fixes.\nSubmit customer defects to internal development for a pathway to remediation.\n\nHave you ever faced any challenges deploying application in Cluster Environment?\nHave you worked on supporting Mobile Payment Application?\nHave you worked in 24/7 environment?\n\n\nRole\n\nTriage customers€™ issues.\nProvide verbal and written technical assistance to customer and to customers support engineers.\nResolve customer problem tickets based on severity and priority.\nReplicate issue and trace cause of the problem and drive towards resolution.\nProvide status reports to customer and reply to queries regarding issues.\nIsolate device specific, server specific or application specific problems.\nTroubleshoot problems using server log files, if remote access not available, then request customer for logs and then troubleshoot.\nClassify and escalate to specialist teams to rectify the problem. Maintain follow up and problem ownership\nMaintain Knowledgebase of the problems reported and solutions provided.\nProvide training to clients in the use of system.\nObtain general understanding of application operations related to deployed project.\nMeet or exceed SLA requirements of customers and ensure quick resolution to incidents.\nWork with development and QA to remediate customer bugs and fixes.\n\n\n\nAll About You\n\nTechnical Skills \nExperience on Linux/Windows platform. \noBasic know-how and hands-on on both Linux and Windows servers \noKnowledge of various remote connection methods, RDP, Putty, Telnet, SSH, FTP. \nIntroductory knowledge of Java \noInstallation of JDK and basic functionality of JVMs for memory management. \noAbility to debug, execute java files, generate jad, jar, cab files using Eclipse \nKnowledge of different J2EE and RDBMS servers \noMiddleware Introductory level of Understanding on Weblogic deployment and administration.\noHands on expertise on deploying application on JBoss Environment. \noExecuting SQL queries, Shell scripting would be an added advantage. \nBasic understanding of mobile platforms and configurations. \noAbility to replicate and reproduce issues on J2ME. \noUnderstanding of mobile applications, mobile network and connectivity is a plus. \nExperience in troubleshooting, diagnosis, etc. \noAbility to identify issues related to infrastructure, application, database etc. \noUnderstanding of System/Application logs for identifying and isolating issues. \nSupport Processes \noUnderstanding of ITIL support processes. \noAny support related industry certifications would be an added advantage.\n\nPersonal/Desirable Skills \n1.Able to work independently and efficiently to meet deadlines. \n2.Able to promptly answer support related email, phone calls and other electronic communications.\n3.Self-motivated, detail-oriented, methodical and organized. \n4.Patient, understanding, and can work in high pressure situations. \n5.Excellent communication (oral and written), interpersonal, organizational, and presentation skills.

Equal Opportunity Employer
Requisition ID: R-41661