[Hiring] Senior Service Management Engineer @Mastercard

Role Description

The Business Operations team is seeking a highly motivated and experienced Senior Service Management Engineer (SME) to join our team. This role plays a critical part in the development, support, and maintenance of the IT service performance management process. You will bring strong analytical skills, a continuous improvement mindset, and the ability to collaborate effectively with both business and technical partners.

The Service Management Engineer analyzes, reviews and measures service level performance against agreed upon Service Level Agreements (SLAs), as well as establishes, implements, and enforces standards, procedures, and service levels to ensure Operational Level Agreements (OLAs) are consistently met across internal and external service providers.

Working closely with business and service providers, the Service Management Engineer defines meaningful metrics and key performance indicators (KPIs) that accurately reflect service delivery quality and performance levels. Responsibilities also include creation and maintenance of the IT service catalogue and continuously evaluating and defining strategies for improvements to process and procedures.

As part of the Business Operations team, you will:

• Independently execute key project/process elements within Service Management Engineering, applying in-depth discipline knowledge and best practices to effectively resolve problems and roadblocks as they arise.
• Conduct incident, problem, and change management activities to proactively maintain service stability and respond to operational issues for all application and infrastructure products and services.
• Analyze service performance data to evaluate SLA compliance and identify areas for operational improvement.
• Proactively update documentation related to standards, procedures, and service levels, ensuring accuracy and completeness.
• Assist with service evaluation and reporting based on key metrics and KPIs.
• Contribute to process evaluations, providing insights and recommendations for operational improvements and efficiency gains.
• Communicate with service providers to facilitate SLA adherence efforts, escalating issues as necessary to ensure service quality.
• May contribute to solution development for new products/services and/or manage smaller projects/initiatives as an experienced individual contributor with specialized knowledge in Service Management Engineering.
• Drive project execution, milestones, dependencies, and delivery cadence. Facilitate planning, requirements analysis, team commitments, and proactively manage risks, blockers, and dependencies.
• Manage threat prioritization & remediation timelines ensuring timely closure of security risks and sustained compliance.

Qualifications

• Configuration Management - Capability to systematically manage and maintain the integrity of systems and software configurations by establishing, monitoring, and controlling changes, ensuring consistency across environments, and facilitating efficient deployment and recovery processes to enhance operational stability and reduce risks.
• Application Monitoring and Observability - Ability to design and implement monitoring and observability practices that provide visibility into application health through metrics, logs, and traces, enabling rapid detection, diagnosis, and resolution of incidents.
• Workflow Management - Capability to analyze current workflows, identify bottlenecks, streamline processes, implement efficient systems, monitor progress, allocate resources, and adapt processes to ensure work moves smoothly from one stage to the next while achieving desired outcomes.
• Release Management - Capability to oversee and coordinate the planning, scheduling, and deployment of software releases, ensuring new features, updates, and fixes are delivered efficiently and effectively while minimizing disruption to services, managing risks, and upholding quality standards during the entire software development lifecycle.
• Agile Methodology - Ability to apply Agile principles and practices to support iterative delivery, continuous improvement, and close collaboration with cross-functional teams while maintaining operational reliability.
• IT Service Management - Ability to apply IT service management principles to incident, problem, and change management, ensuring reliable service delivery, effective incident response, and continuous service improvement aligned to business needs.
• Collaboration with Development Teams - Ability to work closely with development teams to improve application architecture, code quality, and operational readiness, advocating for reliability, scalability, and operational excellence throughout the development lifecycle.
• Documentation and Communication - Ability to clearly document system architectures, runbooks, incident reports, and post-mortems, and communicate effectively during incidents and recovery to ensure shared understanding and continuous learning.
• Threat Management, Proactive Monitoring and Improvement - Capability to continuously monitor systems, applications, and infrastructure to identify trends, risks, and improvement opportunities, proactively addressing issues and implementing enhancements to optimize performance, reliability, and resilience.

Requirements

• Specific Tool / Systems Expertise:
• Agile methodologies like Kanban or similar.
• JIRA, Rally or similar.
• BMC Remedy or similar.

Benefits

• Insurance (including medical, prescription drug, dental, vision, disability, life insurance).
• Flexible spending account and health savings account.
• Paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave).
• 80 hours of Paid Sick and Safe Time.
• 25 days of vacation time and 5 personal days, pro-rated based on date of hire.
• 10 annual paid U.S. observed holidays.
• 401k with a best-in-class company match.
• Deferred compensation for eligible roles.
• Fitness reimbursement or on-site fitness facilities.
• Eligibility for tuition reimbursement.
• Many more benefits for full-time (and certain part-time) employees.