Service Management Reliability Engineer

Service Management Reliability Engineer

Title:

Service Management Reliability Engineer (SMRE)

About the role:

The Business Operations (Biz Ops) team seeks a Service Management Reliability Engineer to ensure highly reliable service functionality across Mastercard products. The role supports documentation, analysis, and improvement of operations processes and strategies, ensuring production readiness and aligning product priorities with operational needs throughout the lifecycle.

• Assure reliable, zero‑touch solutions for application and infrastructure products and services.
• Create and maintain service management strategies, tools, and service‑level objectives.
• Support program teams with proactive engagement during the development lifecycle.
• Serve as a federated role with responsibilities such as change, incident, problem, or service request manager and as a communication lead.
• Facilitate an agile and continuous learning culture within Biz Ops.
• Provide continuous feedback to product and customer‑focused priorities and ensure regulatory compliance.

• Bachelor’s degree in information systems, IT, computer science, engineering, or equivalent experience.
• Curiosity to ask the right questions, identify root causes, and drive proactive solutions.
• Critical‑thinking skills and a bias toward action with ownership over domain and mission.
• Risk awareness and ability to act responsibly within Mastercard’s regulatory, risk‑based requirements.
• Intermediate knowledge of a program or set of services, including customer journey and primary business drivers.
• Ability to guide or supervise less experienced team members and coordinate across contributors.
• Appetite for automation and continuous process improvement.
• Systematic problem‑solving approach, strong communication, ownership, and drive.
• Experience assessing data and challenges in large‑scale distributed systems.
• Willingness to learn and work on a matrix‑based, distributed project team.
• Balance swift fixes with long‑term system health; pragmatic and flexible.
• Collaborate with cross‑functional teams to ensure Biz Ops maturity and production resilience.

• Experience in an SRE or related role.
• Experience with monitoring tools such as Splunk and Dynatrace.
• Basic understanding of the ITIL framework (Service Strategy, Service Design, Continual Service Improvement, Service Operations, Service Transition).
• Knowledge of availability, security, capacity, and continuity requirements.
• Ability to bring IT and development teams together through streamlined product management approaches.
• Experience with Incident, Change, Problem, and Service Request Management.
• Experience governing ITSM practices, IT Asset Management, and Knowledge Management.
• Strong command of ticketing systems and KPI data reflecting service resiliency.

Competitive base salary, potential annual bonus or commissions, and comprehensive benefits including medical, prescription drug, dental, vision, disability, life insurance, flexible spending account, health savings account, paid leave (new parent, bereavement, sick), vacation, 401(k) with company match, deferred compensation, fitness reimbursement, tuition reimbursement, and other typical benefits for full‑time employees.

Mastercard is a merit‑based, inclusive, equal‑opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, veteran status, or any other protected characteristic. We hire the most qualified candidate for the role.