Mastercard is a global leader in powering economies and empowering people across over 200 countries. We are dedicated to building a sustainable economy where everyone can thrive, offering secure, simple, and smart digital payment solutions. Our innovative technology, strategic partnerships, and extensive networks combine to provide unique products and services that enable individuals, businesses, and governments to achieve their full potential.

As a Senior Service Management Engineer, you will be instrumental in ensuring the stability, resilience, and operational excellence of critical payment, clearing, data, and platform services. This pivotal role bridges technology, operations, risk management, change control, and customer engagement, driving reliable service delivery and enhancing customer experience.

Key duties include acting as a production readiness steward and service owner. You will collaborate closely with product, engineering, operations, risk, and customer-facing teams to proactively manage service health, operational risk, change readiness, incident response, and problem resolution. Managing the certificate lifecycle and driving continuous service improvement across complex, distributed environments will be core aspects of your role.

We are seeking an accomplished professional with a Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field, or equivalent practical experience. A minimum of 6-8 years of experience in IT service management, production support, site reliability engineering, or a related domain is required.

Essential qualifications include a strong grasp of ITSM lifecycle practices, such as incident, problem, change, and release management, alongside service readiness, risk assessment, and continuous improvement methodologies. Experience in mission-critical, high-availability production environments with a keen focus on operational governance is crucial. The ability to lead incident response, conduct root cause analysis, and effectively communicate during critical events is paramount. A systematic problem-solving approach, a strong sense of ownership, and the capability to balance immediate restoration with long-term service health are vital.