Senior Reliability Engineer

Job Title:

Senior Reliability Engineer

Overview:

The CTMC 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.

Team Specific Skills:It is not expected that any single candidate would have expertise across all these areas, but a Biz OpsService Management Reliability Engineer will primarily spend much of their role within these role-basedskills:
•Experience with dataanalysis and reporting, including employing concepts of data strategy,specifically in business intelligence for supporting innovation, maturity of practice(s),and theassessment of regulatory and compliance-based risks.
•Ability toanalyzeInformation Technology Service Management (ITSM)activities of the platformand provide a continuous feedback loop to development teams on operational gaps or resiliencyconcerns.
•Knowledge of incident, change,and knowledge management space, including incidentcommunications, as well,asproblem management and ITSM processes, data,and usage.
•Knowledge of Information Technology Asset Management (ITAM), practices, processes, andmanagement.
•Knowledge ofDevOpsand observability techniques needed to deployand monitor applications.
•The abilityto translate operationalmaturitycontrol activities into procedures and practices forthe team.
•Support of Mastercard controls through a partnership with auditors, as well as Technology RiskManagement (TRM), including Archer, as well as developing knowledge of payment card controlframeworkssuch as PCI, PFMI, SOC,andSOX.
•Working knowledgeor experience creatingrelease-specificdeployment criteriaandapplyingthose criteria during the software development lifecycle (SDLC) as a gate to deploying softwareinto production.
Supports quality engineering best practices to deliver services and solutions that meetstakeholder'sneeds (e.g., consumers, merchants, issuers, and governments).
•Monitor operational team objectives to ensure teams are achieving the set goals.
•Create and monitor team resources to ensure adequate documentation exists to support guildrequirements.Role QualificationsThe 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 questionstoidentify the root cause,solveupstream challenges,and actwith a bias toward action with pervasive ownership over your domain, the problemspace,and the mission before you.
•SMREs daily employcritical thinking across problems they solve, the relationships they manage,and the space in which they support.
•Risk awareness,ofthe risk(s) associated with the program(s) you support, across Biz Opsprocesses and practices, seeking to "do no harm" yet further, taking proactive, thoughtful risksin innovation while always ensuring alignment to Mastercard's regulatory, risk-basedrequirements.
•Requires capability to integrate theory and principles with organizational practices andprecedents.
•Demonstrates an intermediate knowledge of a program or set of services, including anunderstanding of the customer journey and primary business drivers for the program.
•Provides guidance to less experienced team members on defined procedures and maysupervise/coordinate work across individual contributors.
•Appetite for change and pushing the boundaries of what can be done with automation.Becurious about new technology, infrastructure, and practices to scale our architecture andprepare for future growth.
•Systematic problem-solving approach, coupled with strong communication skills and a sense ofownership and drive.
•Interest in working with, assessing data of, and understanding common challenges associatedwith large-scale distributed systems.
•Willingness and ability to learn and take on challenging opportunities and to work as a memberof matrix matrix-based diverse and geographically distributed project team.
•Ability to balance doing the right thing whiles right with fixing things quickly. Flexible andpragmatic, 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.

Equal opportunitiesconsiderationsIn the US, Mastercard is an inclusive Equal Employment Opportunity employer that considers applicantswithout regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status,
or any other characteristic protected by law. If you require accommodations or assistance to completethe online application process, please contact and identifythe type of accommodation or assistance you are requesting. Do not include any medical or healthinformation in this email. The Reasonable Accommodations team will respond to your email promptly.To find US Salary Ranges, visit People Place. Under the Compensation tab, select "Salary Structures." Within the text of "Salary Structures," click on the link "salary structures 2025," through which you will be able to access the salary ranges for each Mastercard job family. For more information regarding US benefits, visit People Place and review the Benefits tab and the Time Off & Leave tab.

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