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Title and Summary

Manager, Reliability Engineering

Job Title
Manager, Reliability Engineering (SMRE) – RTP International

Job Description:

The Service Management Reliability Engineering (SMRE) team plays a critical role in ensuring the reliability, compliance, and operational excellence of Mastercard’s Real Time Payments (RTP) platforms. The team operates at the intersection of product, engineering, operations, risk, and audit, acting as a trusted operational partner across highly regulated environments.
This role is essential to ensuring that RTP services transition safely from delivery into run, operate within defined service levels, and maintain a strong, audit defensible posture throughout their lifecycle. SMREs help ensure platforms meet Mastercard standards for reliability, availability, safety, and soundness while supporting continued growth and innovation across RTP markets.

Role Overview:

SMREs are custodians of the core operational processes that underpin service delivery and compliance for the RTP International programme. The role involves people management and oversight of SMRE team members and their activities to ensure platforms are operated safely, changes are deployed with discipline, risks are actively managed, and operational artefacts remain accurate, current, and audit ready.

Key Responsibilities:

• Operational Reliability

• Oversight and accountability for ensuring support of the day-to-day operational reliability of RTP International platforms.

• Oversight and accountability for ensuring services are monitored effectively and operate within agreed SLOs and SLAs.

• Partner with Run and Engineering teams to maintain service stability and resilience.

• Change, Release & Operational Readiness

• Oversight and accountability for ensuring support of change and release governance, including Change Requests (CRQs).

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

• Ensure operational readiness is demonstrated prior to deployment.

• Support clean handover from delivery into run.

• Audit, Risk & Compliance

• Own and maintain the RTP International audit posture across frameworks including BOMM, PCI DSS, ISO 27001, and ISAE 3000 / SOC 2.

• Lead evidence gathering, validation, and auditor engagement.

• Track remediation actions and ensure timely and effective closure.

• Maintain accurate risk, issue, and control artefacts in systems such as Archer, TIMS, and Remedy.

• Documentation & Operational Artefacts

• Govern and review operational artefacts, including runbooks, procedures, and control documentation.

• Ensure documentation is practical, current, and audit defensible.

• Automation, Toil Reduction & Efficiency

• Identify repetitive or manual operational activities (toil).

• Support initiatives to reduce toil through automation or process improvement.

• Contribute to improving operational efficiency and service maturity over time.

• Stakeholder Collaboration

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

• Communicate clearly and professionally with stakeholders across regions.

• Act as a reliable operational interface between delivery and run functions.

All About You:

• Technical & Operational Experience
• 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.
• Professional Skills
• People management is essential, including thought leadership
• Strong evidence management and documentation discipline.
• Clear, concise written and verbal communication skills.
• Confidence to question unclear processes and drive operational improvements.
• Ability to work effectively across distributed, multi regional teams.
• Mindset & Attributes
• Proactive, evidence driven, and outcome focused.
• Calm under pressure, particularly during incidents or audit activity.
• Willingness to learn complex systems, platforms, and regulatory requirements.
• Strong appreciation that operational excellence is as critical as feature delivery.
• Education & Experience
• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
• Experience working in large scale, highly available, or regulated production environments.
  Level Scope (L6)
  This role applies to SMRE positions at L6, with scope, influence, and accountability increasing with seniority. At L6, the role contributes directly to the reliability, resilience, and control maturity of RTP Global by applying consistent service management and reliability engineering practices across regional RTP implementations and shared global capabilities.
  Key expectations include:
• Promoting global operational consistency while respecting local regulatory and market requirements.
• Supporting cross regional risk, audit, and control alignment.
• Providing reliability engineering input for cross regional incidents, major changes, and high risk releases.
• Ensuring new markets and global changes demonstrate operational readiness prior to customer traffic enablement.
• Partnering with Engineering and Product teams to ensure reliability and operability are designed in from the outset.

Corporate Security Responsibility:

Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks carry inherent risk, and it is expected that successful candidates comply with Mastercard security policies, complete mandatory training, and report any suspected security incidents.

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.