Supports mission-critical payment applications through production support, incident troubleshooting, hotfixes, releases, change management, disaster recovery testing, and root cause analysis. Participates in a 24/7 on-call rotation and collaborates with Scrum teams, service management, suppliers, and third-line support. The role also contributes to automation, tooling, technical documentation, system performance improvements, production support strategy, and continuous reliability enhancements.
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
Site Reliability Engineer I - Connex
About Mastercard
Mastercard is a global technology company in the payments industry, dedicated to enabling an inclusive digital economy that benefits everyone, everywhere. By making transactions safe, simple, smart, and accessible, we empower individuals, financial institutions, governments, and businesses to reach their full potential.
Our culture is driven by our Decency Quotient (DQ), which shapes how we work both internally and externally. Operating across more than 210 countries and territories, we are committed to building a sustainable world that unlocks priceless possibilities for all.
About Vocalink (a Mastercard Company)
Vocalink powers the UK's critical payment infrastructure, including real-time payments, settlement systems, direct debits, and a nationwide ATM network of nearly 60,000 machines. Our systems process:• Over 90% of UK salaries• More than 70% of household bills• Almost all state benefit payments
Joining Vocalink means contributing to systems that millions rely on daily.The Opportunity
We are seeking a Site Reliability Engineer I to support mission-critical applications within the UK's national payment infrastructure (FPS and CTS). This role is ideal for someone who thrives in a collaborative, agile environment and is passionate about reliability, continuous improvement, and modern technology.Key Responsibilities• Provide second-line support for mission-critical applications, ensuring adherence to service priorities and operational standards• Support live production environments, including participation in a 24/7 on-call rota• Deliver hotfixes, tooling improvements, and system housekeeping• Work within a cross-functional Scrum team, contributing to application design, delivery, and technical consultancy• Manage and implement changes, releases, and fixes in line with governance processes• Support and maintain Disaster Recovery (DR) capabilities, including testing, risk management, and alignment with corporate strategy• Collaborate with third-party suppliers for issue resolution and escalation to third-line support• Ensure traceability from business requirements through to acceptance criteria• Work closely with Service Management to resolve incidents, define enhancements, and improve system performance• Maintain accurate and up-to-date technical documentation and artefacts
Additional Responsibilities• Drive innovation in production support, identifying opportunities to improve efficiency through automation and tooling• Contribute to the production support strategy and roadmap, including technology selection• Collaborate with stakeholders to design and implement effective solutions• Participate in iterative, agile deployments as part of a Scrum team using Safe Agile• Investigate production issues and perform root cause analysisThe position would suit somebody with the following skills:• Strong communication, organisation, and time management skills
• Proven ability to troubleshoot complex systems under pressure• Experience in financial services or payments environments• Understanding of ITIL practices, change, and release management• Familiarity with Agile methodologies and team-based delivery• Knowledge of programming or web technologies is an advantage• Strong analytical mindset with a focus on continuous improvement and tooling
Personal Attributes• Passion for production support, diagnostics, and reliability engineering• Proactive, self-driven, and committed to continuous learning• Collaborative team player with a flexible, adaptable mindset• Motivated to improve processes and embrace emerging technologies• Strong ownership mindset with a desire to make a meaningful impact
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:
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
Site Reliability Engineer I - Connex
About Mastercard
Mastercard is a global technology company in the payments industry, dedicated to enabling an inclusive digital economy that benefits everyone, everywhere. By making transactions safe, simple, smart, and accessible, we empower individuals, financial institutions, governments, and businesses to reach their full potential.
Our culture is driven by our Decency Quotient (DQ), which shapes how we work both internally and externally. Operating across more than 210 countries and territories, we are committed to building a sustainable world that unlocks priceless possibilities for all.
About Vocalink (a Mastercard Company)
Vocalink powers the UK's critical payment infrastructure, including real-time payments, settlement systems, direct debits, and a nationwide ATM network of nearly 60,000 machines. Our systems process:• Over 90% of UK salaries• More than 70% of household bills• Almost all state benefit payments
Joining Vocalink means contributing to systems that millions rely on daily.The Opportunity
We are seeking a Site Reliability Engineer I to support mission-critical applications within the UK's national payment infrastructure (FPS and CTS). This role is ideal for someone who thrives in a collaborative, agile environment and is passionate about reliability, continuous improvement, and modern technology.Key Responsibilities• Provide second-line support for mission-critical applications, ensuring adherence to service priorities and operational standards• Support live production environments, including participation in a 24/7 on-call rota• Deliver hotfixes, tooling improvements, and system housekeeping• Work within a cross-functional Scrum team, contributing to application design, delivery, and technical consultancy• Manage and implement changes, releases, and fixes in line with governance processes• Support and maintain Disaster Recovery (DR) capabilities, including testing, risk management, and alignment with corporate strategy• Collaborate with third-party suppliers for issue resolution and escalation to third-line support• Ensure traceability from business requirements through to acceptance criteria• Work closely with Service Management to resolve incidents, define enhancements, and improve system performance• Maintain accurate and up-to-date technical documentation and artefacts
Additional Responsibilities• Drive innovation in production support, identifying opportunities to improve efficiency through automation and tooling• Contribute to the production support strategy and roadmap, including technology selection• Collaborate with stakeholders to design and implement effective solutions• Participate in iterative, agile deployments as part of a Scrum team using Safe Agile• Investigate production issues and perform root cause analysisThe position would suit somebody with the following skills:• Strong communication, organisation, and time management skills
• Proven ability to troubleshoot complex systems under pressure• Experience in financial services or payments environments• Understanding of ITIL practices, change, and release management• Familiarity with Agile methodologies and team-based delivery• Knowledge of programming or web technologies is an advantage• Strong analytical mindset with a focus on continuous improvement and tooling
Personal Attributes• Passion for production support, diagnostics, and reliability engineering• Proactive, self-driven, and committed to continuous learning• Collaborative team player with a flexible, adaptable mindset• Motivated to improve processes and embrace emerging technologies• Strong ownership mindset with a desire to make a meaningful impact
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.
Mastercard London, England Office
1 Angel Lane, London, United Kingdom, EC4R 3AB
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