Join Mastercard as a Senior Service Management Engineer and play a crucial role in ensuring the stability and operational excellence of our critical payment, clearing, data, and platform services. This role sits at the nexus of technology, operations, risk management, and customer engagement, driving reliable service delivery and enhancing customer experience. You will act as a steward for production readiness and service ownership, collaborating with product, engineering, operations, and customer-facing teams. Your focus will be on proactively managing service health, operational risks, change readiness, incident response, and continuous service improvement across our sophisticated distributed environments.

Mastercard empowers economies and individuals across over 200 countries and territories, fostering a sustainable economy where everyone can thrive. We facilitate secure, simple, smart, and accessible digital payment choices. Our combined technology, innovation, partnerships, and networks deliver unique products and services that unlock the greatest potential for people, businesses, and governments.

Champion the stability, resilience, and compliance of supported platforms and services, ensuring they are production-ready. Embed service management, ITSM, risk, resiliency, automation, monitoring, and change governance best practices throughout the service lifecycle to achieve operational excellence. Serve as a key liaison between product, engineering, operations, customer support, risk, and customer stakeholders, aligning operational needs with customer priorities. Foster a developer-run ownership culture, assisting engineering teams in designing, building, and operating fault-tolerant, scalable, and supportable services.

Key duties include: - Owning service lifecycle and ensuring production readiness by maintaining deep technical and operational knowledge. - Leading incident response, root cause analysis, and driving improvements to minimize recurrence. - Governing changes and releases to ensure readiness, assess impact, and minimize customer disruption. - Managing the certificate lifecycle, including renewal and remediation, to prevent service interruptions. - Partnering with risk and compliance teams to uphold operational and security standards. - Monitoring service performance, KPIs, and customer feedback to develop improvement plans. - Engaging with stakeholders, communicating effectively during critical events, and managing escalations. - Collaborating effectively across geographically distributed teams and influencing without direct authority.

A Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field, or equivalent practical experience, is required. Candidates should possess 6-8+ years of experience in IT service management, production support, site reliability engineering, or a related operational role. A strong grasp of ITSM lifecycle practices, including incident, problem, change, release, service readiness, risk, and continual improvement, is essential. Prior experience in mission-critical production environments with high availability and a focus on operational governance is crucial.

Ideal candidates will demonstrate: - Proven leadership in incident response, root cause analysis, and post-incident reviews. - Skill in analyzing ticket trends, service metrics, and operational data for measurable improvements. - Excellent communication and stakeholder management abilities, capable of articulating complex technical concepts to diverse audiences. - Comfort working within matrixed, diverse, and geographically dispersed teams. - A systematic problem-solving approach with a strong sense of ownership.

Preferred qualifications include experience in payments, real-time transaction processing, certificate lifecycle management, and familiarity with monitoring tools like Splunk or Dynatrace.