Service Management Reliability Engineer

Title and Summary

Service Management Reliability Engineer

The Business Operations (Biz Ops) team is seeking a Service Management Reliability Engineer (SMRE). The role of the Business Operations Organization is to be the production readiness steward for Mastercard products. As a Biz Ops SMRE, the responsibilities include 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.

The SMRE helps create and enforce operations standards while facilitating an agile and learning culture. Primary duties are 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. The SMRE also supports program teams to adhere to regulatory and risk compliance policies and often participates in federated roles such as change, incident, problem, or service request managers, communication leads, process leads, program managers, and/or others.

Ultimately, the Business Operations role aligns product and customer‑focused priorities with operational needs by providing continuous feedback throughout the lifecycle.

• Bachelor’s degree in information systems, Information Technology, Computer Science, Engineering, or equivalent work experience.
• Curiosity to ask the right questions to identify root causes, solve upstream challenges, and act with a bias toward action with pervasive ownership over your domain, the problem space, and the mission before you.
• Daily employment of critical thinking across problems solved, relationships managed, and the space supported.
• Risk awareness of the risks associated with the programs you support across Biz Ops processes and practices, seeking to “do no harm” while taking proactive, thoughtful risks in innovation and ensuring alignment to Mastercard’s regulatory and risk‑based requirements.
• Capability to integrate theory and principles with organizational practices and precedents.
• Intermediate knowledge of a program or set of services, including an understanding of the customer journey and primary business drivers for the program.
• Ability to provide 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; curiosity about new technology, infrastructure, and practices to scale architecture and prepare for future growth.
• Systematic problem‑solving approach, strong communication skills, 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 a matrix‑based, diverse, geographically distributed project team.
• Ability to balance doing the right thing while fixing things quickly; flexible and pragmatic while working toward improving the long‑term health of the system.
• Comfortable collaborating with cross‑functional teams to ensure Biz Ops processes, procedures, and levels of maturity support production resilience.

• Experience in a SRE role or related field.
• Experience with monitoring tools such as Splunk and Dynatrace.
• Basic understanding of the five ITIL practices—Service Strategy, Service Design, Continual Service Improvement, Service Operations, and Service Transition—and the ability to apply these practices to enhance service quality, efficiency, and alignment with business needs.
• Understanding and ensuring the availability, security, capacity, and continuity requirements of an IT team.
• Ability to enable cross‑department collaboration to bring IT teams and development teams together through streamlined product management approaches.
• Planning and implementing solutions to…