remote
Specialist, Solutions Operations - Agent Suite - Mastercard
Systems Engineer
Operations specialist focused on managing the Agent Suite platform, driving service delivery, integrating APIs, and analyzing performance data to improve customer acquisition and retention.
About the role
Key Responsibilities
- Manage day‑to‑day operations of the Agent Suite platform, ensuring high availability and performance.
- Design, implement, and maintain API integrations between Agent Suite and internal/external systems.
- Monitor service metrics, generate analytical reports, and recommend process improvements.
- Collaborate with cross‑functional teams using Agile practices to prioritize work and deliver enhancements.
- Provide technical support and troubleshooting for incidents, escalating complex issues as needed.
Requirements
- 3+ years of experience in solutions operations or platform management, preferably with ServiceNow or similar ITSM tools.
- Strong knowledge of API design, RESTful services, and integration patterns.
- Proficiency in data analysis and SQL for reporting and performance monitoring.
- Experience working in Agile environments and using tools such as JIRA or Azure DevOps.
- Excellent communication skills and ability to work collaboratively with technical and business stakeholders.
Skills
servicenowdata analysissql