Mission
The role of the Builder Enablement Support Team is to be a steward and advocate for the automation platforms we support. This is accomplished by ensuring operational criteria like system availability, capacity and performance monitoring are implemented throughout the service delivery process.
We lead organizational transformation through supporting daily operations with a hyper focus on automation service uptime and root cause analysis, with an understanding of the business impact our products have. The goal is to proactively manage production and change activities to maximize internal customer experience, and increase the overall value of our automation platforms. The Builder Tools Support Team also has a focus on risk management by tying all our activities together with an overarching responsibility for risk mitigation across the environments.
Our goal is streamlining and standardizing automation platform support activities, and centralizing points of interaction for internal partners, by communicating effectively with all key stakeholders. Ultimately, the role of the Builder Enablement Program is to help align internal customer focused priorities with the technology capability our automation tools provide.
Responsibilities
• Engage in and improve the lifecycle of the automation platform services we support—from inception and design, through deployment, operation and refinement.
• Support ITSM activities, including ticket resolution, change assessment and implementation, incident resolution and root cause analysis for the platform and remediate gaps or resiliency concerns.
• Support automation platform services by engagement with performing design, capacity planning and launch reviews.
• Maintain automation services by measuring and monitoring availability, latency and overall system health.
• Support program services including but not limited to Jenkins, Artifactory, Git/Bitbucket, Chef, Salt, Bamboo.
• Scale and evolve systems performance by implementing changes that improve reliability and velocity.
• Support the CI/CD pipeline used for promoting software into higher environments.
• Lead Mastercard in automation tooling and best practices.
• Practice sustainable incident response and blameless postmortems.
• Take a holistic approach to problem solving, by connecting the dots during a production event through the various technology stacks that make up the platform, to optimize mean time to recover.
• Work with a global team spread across tech hubs in multiple geographies and time zones.
• Share knowledge and mentor less experienced team members.
• BS degree in Computer Science or related technical field, or equivalent practical experience.
• Experience with Jenkins, Artifactory, Git/Bitbucket/Stash or similar toolsets.
• Experience in one of the following: C, C++, Java, Python, Go, Perl or Ruby.
• An advanced knowledge and understanding of computer technology and problem resolution.
• Internal and external customer support experience.
• Working knowledge of ITIL standards and specifically ticket management.
• Ability to multi task workloads in a fast pace dynamic environment.
• Professionalism and a good work ethic are required.
• Able to perform on-call duties on a rotational basis.
• Occasional off-hours work required.
Preferred Qualifications
• Interest in supporting large-scale distributed systems.
• Systematic problem-solving approach.
• Strong communication skills and a sense of ownership and drive.
• Ability to debug and optimize processes.
