Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Senior Service Management Reliability Engineer:

Role Overview:

The Senior Service Management Reliability Engineer(SMRE) – AI & DPE Biz Ops, is responsible for defining, governing, and continuously improving reliability, compliance, incident, and operational processes across critical platforms and services. It focuses on process excellence, incident governance, cross‑team coordination, executive communication, and operational risk reduction. The role partners closely with engineering, operations, product, and business stakeholders to ensure reliability practices are consistently applied and outcomes are measurable, acting as a trusted operational partner across highly regulated environments of Mastercard’s AI & DPE (Decision Product Enablement) platforms.

The SMRE will serve as a Federated Incident Manager, providing leadership oversight for complex, high severity incidents across diverse, distributed, and hybrid‑cloud environments. The role ensures adherence to ITSM and ITIL aligned practices, coordinates cross‑functional response efforts, and maintains clear, timely communication with senior stakeholders throughout the incident lifecycle.

• Incident Management & Reliability: Applies senior-level reliability engineering expertise and federated management skills to facilitate blameless postmortems and enhance service reliability.

• Process Improvement: Uses strong analytical skills to assess ITSM activities, identify operational gaps, and provide actionable feedback to development teams.

• Technical Expertise: Demonstrates proficiency in DevOps automation, CI/CD pipelines, and distributed systems to ensure seamless application deployment and service continuity.

• Operational Governance: Employs deep knowledge of ITIL-based processes to align with customer and business requirements, particularly in payment technology environments.
  This position demands major incident management skills, technical troubleshooting, and stakeholder coordination across federated environments.

• Skills and Key Responsibilities

• Cross-functional Leadership: Leads and coordinates incident response activities, ensuring standardised and effective practices across multiple teams and entities.

• Incident Prioritisation & Escalation: Utilises assessment and prioritisation skills to monitor, triage, and escalate incidents efficiently, optimising resource allocation.

• Process Design & Implementation: Develops, maintains, and continuously improves incident management processes, playbooks, and communication protocols.

• Stakeholder Communication: Acts as the primary liaison, demonstrating excellent interpersonal and communication skills with technical teams, business units, and executive leadership during major incidents.

• Documentation & Analysis: Maintains meticulous records of incident details, actions, and outcomes, supporting organisational learning and compliance.

• Continuous Improvement: Facilitates post-incident reviews, leveraging analytical and problem-solving abilities to drive enhancements in incident response and resilience.

• Training & Awareness: Designs and delivers targeted incident management training and awareness programmes for federated teams.

• Reporting & Compliance: Analyses and reports on incident trends, metrics, and compliance to stakeholders and governance bodies, ensuring transparency and accountability.

• Threat Awareness: Maintains up-to-date knowledge of emerging threats, vulnerabilities, and best practices to inform proactive incident management strategies.

• Oversight and accountability for performing, evidence, and review production readiness and go-live checks (PLL).

• Work closely with Engineering, SRE / Run teams, Product, Programme, Risk, Security, and TRM partners.

• Desired Attributes

• Proven leadership and organisational abilities in federated or multi-entity settings.

• Meticulous attention to detail and a strong commitment to continual process improvement.

• Adaptability and a proactive approach to change, innovation, and emerging technologies.

• Experience in federated or multi-entity environments is an advantage.

• Strong understanding of ITSM processes (incident, change, problem).

• Experience supporting production operations and service reliability.

• Comfortable working with operational tooling, dashboards, and ticketing systems.

• Experience operating services in regulated and audited environments.

• Ability to work effectively across distributed, multi regional teams.

• Willingness to learn complex systems, platforms, and regulatory requirements.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.