Job Title:
Service Management Reliability Engineer
Overview:
Who is Mastercard? At Mastercard Technology, we work to connect and power an inclusive, digital economy that benefits everyone, everywhere, by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.
Technology at Mastercard What we create today will define tomorrow. Revolutionary technologies that reshape the digital economy to be more connected and inclusive than ever before. Safer, faster, more sustainable. And we need the best people to do it. Technologists who are energized by the challenges of a truly global network. With the talent and vision to create the critical systems and products that power global commerce and connect people everywhere to the vital goods and services they need every day. Working at Mastercard means being part of a unique culture. Inclusive and diverse, a rich collaboration of ideas and perspectives. A place that celebrates your strengths, values your experiences and offers you the flexibility to shape a career across disciplines and continents. And the opportunity to work alongside experts and leaders at every level of the business, improving what exists, and inventing what’s next.
About the Role 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, we are responsible for 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. We see the big picture and help create and enforce operations standards while facilitating an agile and learning culture. SMREs primarily support 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. We help program teams adhere to regulatory, and risk compliance to policy and are often involved in federated roles such as change, incident, problem, or service request managers, communication leads, process leads, program managers, and/or others. Ultimately, the role of Business Operations is to align Product and Customer-focused priorities with Operational needs by providing continuous feedback throughout the lifecycle.
Role Qualifications The ideal candidate will have experience in many of these areas: • Bachelor’s degree in information systems, Information Technology, Computer Science, Engineering, or equivalent work experience. • Have a curiosity to ask the right questions to identify the root cause, solve upstream challenges, and act with a bias toward action with pervasive ownership over your domain, the problem space, and the mission before you. • SMREs daily employ critical thinking across problems they solve, the relationships they manage, and the space in which they support. • Risk awareness, of the risk(s) associated with the program(s) you support, across Biz Ops processes and practices, seeking to “do no harm” yet further, taking proactive, thoughtful risks in innovation while always ensuring alignment to Mastercard’s regulatory, risk-based requirements. • Requires capability to integrate theory and principles with organizational practices and precedents. • Demonstrates an intermediate knowledge of a program or set of services, including an understanding of the customer journey and primary business drivers for the program. • Provides 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. Be curious about new technology, infrastructure, and practices to scale our architecture and prepare for future growth. • Systematic problem-solving approach, coupled with strong communication skills and 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 matrix matrix-based diverse and geographically distributed project team. • Ability to balance doing the right thing whiles right with fixing things quickly. Flexible and pragmatic, while working towards improving the long-term health of the system. • Comfortable collaborating with cross-functional teams to ensure Biz Ops processes, procedures, and levels of maturity, in support of production resilience.
Great to Have / Preferred Knowledge and Experience • Experience in a SRE role or related field. • Experience in Monitoring tools such as Splunk, and Dynatrace. • Possess a basic understanding of the five ITIL practices: Service Strategy, Service Design, Continual Service Improvement, Service Operations, and Service Transition, and apply these practices to enhance service quality, efficiency, and alignment with business needs. • Understand and ensure the availability, security, capacity, and continuity requirements of an IT team. • Demonstrate the ability to enable cross-department collaboration to bring IT Teams and Development Teams together through streamlined product management approaches. • Plan and implement solutions to seamlessly deliver IT services while minimizing disruptions. • Demonstrate working knowledge of key ITSM practices which include Incident Management, Change Management, Problem Management, and Service Request Management. • Work to enforce change management processes and standards while simultaneously working to improve the process. • Knowledge of Service Request Management processes which are facilitated through work order tickets and are subject to accepted and documented request fulfillment process guidelines as defined by ITIL as well as potential unique handling procedures applied by various support groups. Further, create, implement, and govern the accepted Service Request Management processes. • Manage ITSM practices, IT Asset Management (ITAM), and Knowledge Management effectively using the ticketing system. • Streamline product management approaches to enhance communication and alignment. • Maintain the quality of incident and problem tickets by effectively reviewing, updating, and managing data fidelity within the tickets, including essential KPI data that reflects service resiliency and redundancy. • Partner with the incident process engineers and establish an ongoing dialogue around incident process requirements and incident data fidelity.
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