Lead, Production Support Engineer

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, Production Support Engineer Role Overview The Real Time Payments International team is looking for a Lead, Production Support Engineer to drive day-to-day operational stability and support the reliability of critical payment platforms by implementing automation, leverage best practices and work with a high‑impact team responsible for driving production readiness, reliability, and DevOps automation across Mastercard platforms. This role plays a key part in incident management, change readiness, and platform operations, while contributing to continuous improvement initiatives. The ideal candidate brings strong technical troubleshooting skills, operational discipline, and ownership mindset, with the ability to lead during incidents and collaborate effectively across engineering and program teams.

Platform Operations & Stability • Support end-to-end availability, monitoring, and performance of critical payment platforms. • Execute operational processes to ensure platform health and stability. • Participate in capacity checks, readiness validations, and environment monitoring. Incident Management & Execution • Actively manage and coordinate incident triage and resolution. • Serve as incident commander driving medium to high-severity incidents. • Ensure timely updates, accurate impact assessment, and appropriate escalation. • Contribute to root cause analysis with clear identification of actions and ownership. Change & Release Support • Participate in highlighting gaps and defining test cases required for a change in lower environments and validate lower environment test completeness. • Ensure adherence to change governance processes (test case reviews, checklists, approvals, rollback readiness). • Engage in creating change plans and support execution of production changes, deployments, and validations. Technical Troubleshooting • Perform hands-on troubleshooting across: o Application behaviour and dependencies. o Infrastructure components (compute, network, storage). o Database and performance issues. • Collaborate with engineering, infrastructure and other technical teams to isolate and resolve issues efficiently. Monitoring & Observability • Improve system health monitoring using observability tools and alerts. • Identify gaps in alerting and contribute to improving quality of alerting and dashboards. • Ensure proactive detection of anomalies using observability tools. Automation & Process Improvement • Contribute to automation initiatives to reduce toil and errors. • Identify repetitive operational tasks and drive improvements. • Support implementation of DevOps best practices. • Leverage AI-driven tools to improve monitoring, incident detection, and operational efficiency, enabling faster troubleshooting and reduced manual effort in day-to-day operations. Stakeholder Coordination • Work closely with engineering, program teams, and external partners during incidents and changes. • Provide structured updates to stakeholders with clarity and consistency. • Ensure alignment during critical activities. Risk Identification • Highlight operational and platform risks including test coverage gaps, infrastructure constraints, dependency risks. • Escalate issues proactively and support mitigation tracking.

Contribution & Mentorship • Support onboarding and guidance of junior team members. • Contribute to runbooks, documentation,