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
Lead Service Management Engineer
Overview:
The Lead Service Management Engineer drives end-to-end delivery and operational excellence across Run (ITSM/Remedy), Build (Jira-based project delivery), and Reliability (SRE) workstreams. This role standardizes intake and governance, improves service health through metrics and root-cause analysis, and partners with engineering, product, infrastructure, and BizOps to deliver secure, compliant, and resilient systems.
Key Responsibilities:
Run: IT Service Management (ITSM – Remedy)
• Own and standardize ITSM intake and governance across Incident (INC), Problem (PBI), Work Order (WO), and Change (CHG) modules; ensure all work is captured, categorized, and traceable.
• Define and enforce Incident/Problem/Change standards, workflows, and operating cadences; publish and maintain a standard Jira/ITSM template as applicable.
• Establish and report on service performance: SLA/SLO/KPI definitions, dashboards, and executive-ready status reporting; identify gaps and lead corrective actions.
• Analyze recurring incidents/WOs/problems and high-risk changes; drive root-cause analysis, remediation plans, and prevention mechanisms.
• Build and maintain operational reporting and dashboards (e.g., DOMO) to support trend analysis and decision-making.
Run: Governance, Documentation, and Compliance
• Own and continuously improve operational documentation: Standard Operating Procedures (SOPs), guild standards, playbooks, and runbooks; drive periodic reviews and validation.
• Manage and keep current the service catalog and CMDB to ensure accurate service ownership, dependencies, and operational readiness.
• Coordinate required and role-based training (e.g., badge training, federated training, program skill training, BizOps skill training) and ensure completion and auditability.
• Lead and track security and compliance obligations including PCI, SOX, SOC1/SOC2, access reviews, internal audits, vulnerability/issue/risk/exception tracking, certificate renewals, security mandates, risk registry (DRO), patching schedules, and BOMM-related controls.
Build: Project Delivery (Jira)
• Build and maintain standard Jira templates and workflows to support consistent intake, planning, execution, and reporting across programs and teams.
• Drive PI process execution and facilitation: scrum ceremonies, kickoff, intake, retrospectives, demos, customer onboarding, and product design reviews.
• Coordinate release activities and readiness documentation (e.g., PLL, TAD creation, SOAR/operational resiliency reviews, peer reviews, and implementation plan reviews).
• Own BizOps acceptance criteria for stories/features to verify standards and prevent operational or compliance gaps from entering production.
• Capture and manage BizOps workstream requirements and program objectives; maintain transparent backlogs and delivery plans.
• Audit and track BOMM MLRs not completed; establish actionable backlog items and follow through to closure.
Reliability: Site Reliability Engineering (SRE) Enablement
• Partner with SRE and engineering to reduce toil, improve capacity planning, and drive performance tuning and testing scenarios.
• Improve observability (logging, monitoring, dashboards): create proactive monitors/alerts with attached playbooks and SOPs; validate and tune existing alerts to reduce noise.
• Deliver operational readiness via enablement and training (e.g., L1 monitoring/alerts, tool skill training) and by…