# Incident Response Engineer

**Company**: Mastercard
**Location**: Mexico City
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Finance

**Apply**: https://mastercard.wd1.myworkdayjobs.com/en-US/CorporateCareers/job/Mexico-City-Mexico/Incident-Response-Engineer_R-293270-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_5aa6cd07-af1

## Description

The Incident Response Engineer is responsible for monitoring and supporting critical production infrastructure and applications, ensuring timely response to incidents and minimizing impact to customers and business operations.

Responsibilities:

- Provide 24x7x365 operational support for global infrastructure and applications, focusing on service availability and operational resilience.

- Monitor critical infrastructure, applications, network traffic, and processing environments to proactively identify and respond to service degradation, failures, and operational anomalies.

- Lead and coordinate incident response activities, ensuring timely troubleshooting, escalation, communication, and restoration of services during high-priority incidents.

- Execute and support Incident, Change, and Problem Management processes, ensuring proper documentation, escalation, follow-up, and operational discipline.

- Perform advanced troubleshooting and technical analysis to identify issues across infrastructure, applications, and network environments.

- Conduct Root Cause Analysis (RCA) for major or recurring incidents, identifying corrective and preventive actions.

- Partner with internal technology teams, customers, and external vendors to drive incidents toward resolution.

- Support Change Management activities, assessing operational risks and ensuring changes are implemented with minimal impact.

- Analyze operational and performance data to identify trends, recurring incidents, potential risks, and opportunities for service improvement.

- Monitor network traffic and connectivity, troubleshooting issues related to routing, switching, tunneling, MPLS, and other network technologies.

- Route customer and central-site traffic when required to minimize downtime and protect business continuity.

- Support scheduled releases, patches, maintenance activities, and production changes across critical systems.

- Maintain clear and timely communication with technical teams, leadership, customers, and stakeholders throughout the incident lifecycle.

- Contribute to continuous improvement initiatives focused on operational resilience, incident prevention, monitoring effectiveness, and faster service restoration.

Requirements:

- Associate or bachelor's degree in computer science, Information Technology, Engineering, or a related discipline.

- 5+ years of experience in production operations, incident response, infrastructure support, or a related technical environment.

- Experience with Incident Management, Change Management, troubleshooting, and Root Cause Analysis in complex production environments.

- Strong troubleshooting mindset and solid understanding of networking concepts and technologies.

- Experience with monitoring and observability tools.

- Ability to operate effectively under pressure and manage multiple priorities.

- Experience working in 24x7 mission-critical or high-availability environments.

- Strong organizational and analytical skills.

- Fluent English, both written and spoken.

Preferred Qualifications:

- CCNA or other relevant networking certification.

- Experience supporting highly available, globally distributed infrastructure.

- Familiarity with ITIL practices.

- Experience in banking, payments, financial services, or transaction-processing environments.

- Portuguese language proficiency.

## Skills

### Required
- Incident Management
- Change Management
- troubleshooting
- Root Cause Analysis
- networking concepts
- monitoring and observability tools
- UNIX/Linux environments
- scripting
- Portuguese

### Nice to have
- CCNA
- ITIL practices
- banking
- payments
- financial services

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Source: [Apply at mastercard.wd1.myworkdayjobs.com](https://mastercard.wd1.myworkdayjobs.com/en-US/CorporateCareers/job/Mexico-City-Mexico/Incident-Response-Engineer_R-293270-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)