Service Management Reliability Engineer-R-236863

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

Service Management Reliability Engineer

Team Specific Skills

It is not expected that any single candidate would have expertise across all these areas, but a Biz Ops

Service Management Reliability Engineer will primarily spend much of their role within these role-based

Skills

• Experience with data analysis and reporting, including employing concepts of data strategy,
  
  
  

specifically in business intelligence for supporting innovation, maturity of practice(s), and the

assessment of regulatory and compliance-based risks.

• Ability to analyze Information Technology Service Management (ITSM) activities of the platform
  
  
  

and provide a continuous feedback loop to development teams on operational gaps or resiliency

concerns.

• Knowledge of incident, change, and knowledge management space, including incident
  
  
  

communications, as well, as problem management and ITSM processes, data, and usage.

• Knowledge of Information Technology Asset Management (ITAM), practices, processes, and
  
  
  

management.

• Knowledge of DevOps and observability techniques needed to deploy and monitor applications.
• The ability to translate operational maturity control activities into procedures and practices for
  
  
  

the team.

• Support of Mastercard controls through a partnership with auditors, as well as Technology Risk
  
  
  

Management (TRM), including Archer, as well as developing knowledge of payment card control

frameworks such as PCI, PFMI, SOC, and SOX.

• Working knowledge or experience creating release-specific deployment criteria and applying
  
  
  

those criteria during the software development lifecycle (SDLC) as a gate to deploying software

into production.

• Supports quality engineering best practices to deliver services and solutions that meet
  
  
  

stakeholder's needs (e.g., consumers, merchants, issuers, and governments).

• Monitor operational team objectives to ensure teams are achieving the set goals.
• Create and monitor team resources to ensure adequate documentation exists to support guild
  
  
  

requirements.

Role Qualifications

The ideal candidate will have experience in many of these areas:

• Bachelor’s degree in information systems, Information Technology, Computer Science,
  
  
  

Engineering, or equivalent work experience.

• Have a curiosity to ask the right questions to identify the root cause, solve upstream challenges,
  
  
  

and act with a bias toward action with pervasive ownership over your domain, the problem

space, and the mission before you.

• SMREs daily employ critical thinking across problems they solve, the relationships they manage,
  
  
  

and the space in which they support.

• Risk awareness, of the risk(s) associated with the program(s) you support, across Biz Ops
  
  
  

processes and practices, seeking to “do no harm” yet further, taking proactive, thoughtful risks

in innovation while always ensuring alignment to Mastercard’s regulatory, risk-based

requirements.

• Requires capability to integrate theory and principles with organizational practices and
  
  
  

precedents.

• Demonstrates an intermediate knowledge of a program or set of services, including an
  
  
  

understanding of the customer journey and primary business drivers for the program.

• Provides guidance to less experienced team members on defined procedures and may
  
  
  

supervise/coordinate work across individual contributors.

• Appetite for change and pushing the boundaries of what can be done with automation. Be
  
  
  

curious about new technology, infrastructure, and practices to scale our architecture and

prepare for future growth.

• Systematic problem-solving approach, coupled with strong communication skills and a sense of
  
  
  

ownership and drive.

• Interest in working with, assessing data of, and understanding common challenges associated
  
  
  

with large-scale distributed systems.

• Willingness and ability to learn and take on challenging opportunities and to work as a member
  
  
  

of matrix matrix-based diverse and geographically distributed project team.

• Ability to balance doing the right thing whiles right with fixing things quickly. Flexible and
  
  
  

pragmatic, while working towards improving the long-term health of the system.

• Comfortable collaborating with cross-functional teams to ensure Biz Ops processes, procedures,
  
  
  

and levels of maturity, in support of production resilience.

Great To Have / Preferred Knowledge And Experience

• Experience in a SRE role or related field.
• Experience in Monitoring tools such as Splunk, and Dynatrace.
• Possess a basic understanding of the five ITIL practices: Service Strategy, Service Design,
  
  
  

Continual Service Improvement, Service Operations, and Service Transition, and apply these

practices to enhance service quality, efficiency, and alignment with business needs.

• Understand and ensure the availability, security, capacity, and continuity requirements of an IT
  
  
  

team.

• Demonstrate the ability to enable cross-department collaboration to bring IT Teams and
  
  
  

Development Teams together through streamlined product management approaches.

• Plan and implement solutions to seamlessly deliver IT services while minimizing disruptions.
• Demonstrate working knowledge of key ITSM practices which include Incident Management,
  
  
  

Change Management, Problem Management, and Service Request Management.

• Work to enforce change management processes and standards while simultaneously working to
  
  
  

improve the process.

• Knowledge of Service Request Management processes which are facilitated through work order
  
  
  

tickets and are subject to accepted and documented request fulfillment process guidelines as

defined by ITIL as well as potential unique handling procedures applied by various support

groups. Further, create, implement, and govern the accepted Service Request Management

processes.

• Manage ITSM practices, IT Asset Management (ITAM), and Knowledge Management effectively
  
  
  

using the ticketing system.

• Streamline product management approaches to enhance communication and alignment.
• Maintain the quality of incident and problem tickets by effectively reviewing, updating, and
  
  
  

managing data fidelity within the tickets, including essential KPI data that reflects service

resiliency and redundancy.

• Partner with the incident process engineers and establish an ongoing dialogue around incident
  
  
  

process requirements and incident data fidelity.

• Retain ownership of problem tickets and coordinate remedial actions for incidents impacting
  
  
  

applications or service.

Mastercard is an inclusive equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.
  
  
  

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.

R-236863