Mustafa Khaled
St Louis
Summary
I am an experienced Business Operations Engineer with extensive experience in optimizing operational practices and leading DevOps transformations at Mastercard. Skilled in automation, system scalability, and IT service management, I effectively collaborate with cross-functional teams to enhance service reliability and align operational strategies with business objectives. My expertise includes advancing technology solutions and reducing manual interventions through innovative approaches.
Overview
7
7
years of professional experience
1
1
Certification
Work History
BizOps Engineer II
Mastercard
07.2022 - Current
- Oversee production readiness and operational excellence of Mastercard platforms by working collaboratively across development, operations, and product teams. Drive the DevOps transformation by leading the design, build, and implementation of technology services, focusing on criteria such as system availability, performance, and deployment automation.
- Advocate for continuous improvement and standardization in business operations by fostering relationships with internal and external stakeholders. Regularly review and optimize operational processes to align with product and customer-focused priorities, enhancing the customer experience and operational efficiency.
- Serve as the primary contact for application scalability, performance, and resilience. Utilize advanced monitoring tools and incident response strategies to maintain system health, including proactive troubleshooting and conducting blameless post-mortems to optimize recovery times and prevent future incidents.
- Drive innovation in operational practices through increased automation and tool integration, reducing manual intervention and enhancing service reliability. Lead initiatives to support the application CI/CD pipeline, establish service level objectives (SLOs), and provide critical feedback to development teams to close operational gaps and improve IT service management (ITSM) practices.
System Support Engineer II
Mastercard
10.2021 - 11.2022
- Provide application support and proactive monitoring for Mastercard’s applications, ensuring operational health and efficiency through 24x7x365 support. Implement incident and change management processes, effectively managing alerts, events, and incident resolution in alignment with ITSM best practices.
- Enhance application and infrastructure performance by utilizing advanced monitoring tools like Splunk, Dynatrace, and Omnibus. Spearhead troubleshooting efforts, problem ticket creation, and follow-up, contributing to continuous improvement in system reliability and reduction of alerts.
- Collaborate with customers, vendors, and global support teams to deliver world-class technical support, ensuring minimal impact on end users. Regularly engage in technical reviews, bridge calls, and strategic communications to facilitate critical alert resolutions and maintain application availability.
- Drive data analysis and system optimization efforts by developing and refining monitoring dashboards and implementing automation solutions. Ensure adherence to Mastercard’s security policies, maintain data confidentiality and integrity, and complete mandatory security trainings.
IT Support Specialist
Bank Of America
08.2019 - 11.2021
- Enhanced IT system stability by implementing proactive maintenance routines and monitoring tools.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Developed custom scripts to automate repetitive tasks, increasing efficiency in daily operations.
- Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.
Relationship Banker
Bank Of America
02.2017 - 06.2019
- Managed multiple customer accounts efficiently, ensuring accurate record-keeping and timely resolution of issues.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Promoted products or services to each customer to consistently achieve sales targets.
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
Education
Bachelor of Science - Information Technology
Ranken Technical College
St Louis, MO12.2016
Skills
Operational Design and Automation
DevOps Practices
Managing CI/CD pipelines
Incident Response Management
Monitoring and Performance Optimization
System Scalability and Resilience
IT Service Management (ITSM)
Project Leadership
Stakeholder Engagement
Certification
CompTIA A+
CompTIA Network+
CompTIA Security+
Aws Practitioner
Timeline
BizOps Engineer II
Mastercard
07.2022 - Current
System Support Engineer II
Mastercard
10.2021 - 11.2022
IT Support Specialist
Bank Of America
08.2019 - 11.2021
Relationship Banker
Bank Of America
02.2017 - 06.2019
Bachelor of Science - Information Technology
Ranken Technical College