Senior Service Management Engineer
Core
Develop, support, and maintain IT service performance management processes, ensuring SLA/OLA compliance and operational stability for global commerce systems.
Role type
Senior Service Management Engineer (IC)
Builds
IT service catalogues, performance metrics, and operational improvement strategies for Mastercard's global payment network.
Domain
Fintech / Global Payments / IT Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Configuration Management, Application Monitoring and Observability, Workflow Management, Release Management, IT Service Management (Incident/Problem/Change), Threat Management, Project Execution, Documentation
Preferred skills
Agile Methodology (Kanban), Collaboration with Development Teams
Technologies
JIRA, Rally, BMC Remedy
Responsibilities
Analyze service performance data to evaluate SLA compliance; conduct incident, problem, and change management activities; define meaningful metrics and KPIs; update documentation for standards and procedures; manage threat prioritization and remediation timelines; drive project execution and delivery cadence.
Seniority
Senior, hands-on IC