Mastercard is seeking a motivated Senior Service Management Engineer to enhance IT service performance management. This role is crucial for supporting and maintaining our IT service performance processes, requiring strong analytical skills and a dedication to continuous improvement. You will collaborate with both business and technical teams to ensure optimal service delivery.

As a key member of the Business Operations team, you will play an integral part in developing, supporting, and maintaining our IT service performance management processes. This position demands a proactive approach to problem-solving and a commitment to upholding the highest standards of service excellence across our global operations.

Analyze service performance against Service Level Agreements (SLAs) and ensure Operational Level Agreements (OLAs) are met by internal and external providers. Define and implement key performance indicators (KPIs) and metrics to accurately reflect service quality. Develop and maintain the IT service catalogue, while continuously identifying and implementing process improvements.

Execute critical project and process elements within Service Management Engineering, resolving issues and roadblocks effectively. Conduct incident, problem, and change management activities to maintain service stability and respond to operational issues. Analyze performance data to identify areas for improvement and ensure SLA compliance. Document standards and procedures, and communicate effectively with service providers to facilitate SLA adherence. Contribute to solution development and manage projects or initiatives, driving execution, milestones, and risk management.

Demonstrated expertise in Configuration Management, Application Monitoring, Observability, Workflow Management, and Release Management. Proficiency in Agile Methodologies and IT Service Management principles, including incident, problem, and change management. Strong ability to collaborate with development teams, improve application architecture, and ensure operational readiness. Excellent documentation and communication skills are essential for incident reporting and knowledge sharing.

Experience with tools like JIRA, Rally, or BMC Remedy is expected. Familiarity with Kanban or similar Agile frameworks is also required. The ideal candidate will possess a proactive approach to threat management and continuous system monitoring to identify and address risks, ensuring optimal performance and resilience. This role requires the ability to apply these skills independently in complex situations.