Service Management Reliability Engineer

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 collabo