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

Lead Reliability Engineer

Service Management Reliability Engineer
Who is Mastercard?
At Mastercard Technology, we work to connect and power an inclusive, digital economy that benefits everyone, everywhere, by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.
Technology at Mastercard
What we create today will define tomorrow. Revolutionary technologies that reshape the digital economy to be more connected and inclusive than ever before. Safer, faster, more sustainable.
And we need the best people to do it. Technologists who are energized by the challenges of a truly global network. With the talent and vision to create the critical systems and products that power global commerce and connect people everywhere to the vital goods and services they need every day.
Working at Mastercard means being part of a unique culture. Inclusive and diverse, a rich collaboration of ideas and perspectives. A place that celebrates your strengths, values your experiences and offers you the flexibility to shape a career across disciplines and continents. And the opportunity to work alongside experts and leaders at every level of the business, improving what exists, and inventing what’s next.
About the Role
The Business Operations team is seeking a Service Management Reliability Engineer to work as a Process Lead.
The role of the Business Operations Organization is to be the production readiness steward for Mastercard products. As a Biz Ops SMRE, we are responsible for assuring highly reliable service functionality by creating and maintaining service management strategies, tools, and service-level objectives to deliver reliable, zero-touch solutions for application and infrastructure products and services. We see the big picture and help create and enforce operations standards while facilitating an agile and learning culture.
SMREs primarily support the development of documentation, analysis, and improvement of processes and strategies, enabling program teams to realize goals of proactive engagement in the development lifecycle, thought leadership within service management strategies, reliability of tools and service level objectives, and automated solutions. We help program teams adhere to regulatory, and risk compliance
to policy and are often involved in federated roles such as change, incident, problem, or service request managers, communication leads, process leads, program managers, and/or others.
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 practices, and the assessment of regulatory and compliance-based risks.
• Ability to analyze Information Technology Service Management 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, 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.
• Working knowledge or experience creating release-specific deployment criteria and applying those criteria during the software development lifecycle.

• Supports quality engineering best practices to deliver services and solutions that meet stakeholder's needs.
• 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 associated with the programs 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.
• Interest in working with, assessing data of, and understanding common challenges associated with large-scale distributed systems.
• Comfortable collaborating with cross-functional teams to ensure Biz Ops processes, procedures, and levels of maturity, in support of production resilience.

Preferred Qualifications:
• Experience in working across development, operations, and product teams to prioritize needs and build relationships is a must.
• 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.
• Demonstrate the ability to enable cross-department collaboration to bring IT Teams and Development Teams and Product Team together through streamlined product management approaches.
• Demonstrate working knowledge of key ITSM practices which include Incident Management, Change Management, Problem Management, and Service Request Management.
• Partner with the incident process engineers and establish an ongoing dialogue around incident process requirements and incident data fidelity.

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.

Lead Reliability Engineer

Job Description