Real Time Payments - Application Support L1

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
Real Time Payments - Application Support L1
Overview-Mastercard is seeking an Application Support Engineer II to support and enhance business-critical payment applications. This role combines production support, cloud operations, observability, and software engineering to ensure highly available, resilient, and secure services. The ideal candidate is passionate about solving complex problems, automating operational processes, and improving customer experience through technology.
Role
As an Application Support Engineer II, you will:
Support and maintain critical production applications in cloud and hybrid environments.
Investigate, troubleshoot, and resolve application incidents while meeting operational SLAs.
Monitor application health and performance using Dynatrace, Splunk, and AWS monitoring tools.
Analyze logs, traces, and metrics to identify root causes and implement permanent solutions.
Collaborate with software engineers, infrastructure teams, and business stakeholders to improve system reliability and operational efficiency.
Develop automation and tooling to reduce manual support activities and improve response times.
Participate in on-call support rotations and major incident management activities.
Contribute to continuous improvement initiatives focused on resiliency, scalability, and operational excellence.
Ensure compliance with Mastercard security, risk, and engineering standards.
Skills & Qualifications
Required Technical Skills
AWS (EC2, ECS/EKS, Lambda, S3, CloudWatch, RDS)
Splunk for log management, monitoring, and troubleshooting
Dynatrace for application performance monitoring and observability
Java application support and debugging
Ruby development and scripting
Linux/Unix administration
REST APIs and microservices architectures
CI/CD tools and DevOps practices
SQL and database troubleshooting
Professional Skills
Strong analytical and problem-solving abilities
Incident management and root cause analysis experience
Customer-focused mindset with a sense of ownership and urgency
Excellent communication and collaboration skills
Ability to work effectively in Agile and cross-functional teams
Continuous learning mindset and passion for automation and operational excellence
Preferred Qualifications
Experience supporting payment processing or financial services platforms
AWS Certification
Kubernetes and container technologies
Site Reliability Engineering (SRE) practices
Infrastructure as Code (Terraform, CloudFormation)
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and 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.