Manager, Site Reliability Engineering

Mastercard Inc.; Toronto; On-site; CAD 121,000 - 169,000; Full time

Job summary

Mastercard Inc. and Ethoca are seeking a Manager for Site Reliability Engineering to lead globally distributed teams supporting mission-critical Java applications across on-premises and Azure cloud in a 24/7 model.

You will provide leadership, coaching, and technical oversight while driving observability, incident management, and continuous improvement. The role emphasizes security, regulatory audits, and cross-functional collaboration with stakeholders to deliver resilient technology solutions

Qualifications

• Proven experience managing Azure public cloud services, Linux/Unix servers, and Java-based applications in secure large-scale environments.
• Demonstrated leadership, coaching, mentorship, delegation and strong communication skills.
• Strong familiarity with observability/monitoring platforms such as Zabbix, Dynatrace, Splunk, Azure Monitor.
• Security and networking knowledge including encryption, certificates, vulnerability management, PKI, SSH, VPN, and core networking concepts.
• Working knowledge of ITIL/ITSM and operational best practices with Remedy, Jira, Confluence.
• Strong problem-solving skills and ability to guide complex technical issue resolution under pressure.
• Highly accountable, outcome-focused, capable of handling multiple initiatives in a fast-paced setting.
• Ability to create and enforce documented processes and stay current with emerging technologies.

Responsibilities

• Lead globally distributed application operations teams supporting mission-critical Java applications in 24/7 model.
• Provide leadership, coaching, and mentorship to teams for employee development.
• Offer escalation support including deep problem investigation and resolution of complex issues.
• Establish sustainable incident management practices and post-incident reviews.
• Champion observability across logging, monitoring, and alerting via platforms like Azure Monitor, Dynatrace, Splunk, Zabbix.
• Collaborate with stakeholders to design and optimize secure, resilient end-to-end technology solutions.
• Lead audits (PCI-DSS, SOC 2) and maintain high-quality technical documentation.
• Manage multiple concurrent projects while ensuring business-as-usual activities.

Skills

Azure public cloud

Java applications

Leadership

Communication

Observability

ITIL/ITSM

Problem solving

Education

Bachelor's degree in Computer Science or Engineering

Tools

Zabbix

Dynatrace

Splunk

Azure Monitor

Job description

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 Manager, Site Reliability Engineering Overview

Ethoca and Mastercard are seeking a Manager, Site Reliability Engineering, to lead globally distributed application operations teams supporting mission-critical Java applications across on-premises infrastructure and Azure public cloud environments. You will provide leadership, coaching, and technical oversight for teams operating in a 24/7 support model while partnering with Ethoca and Mastercard stakeholders to deliver secure, resilient technology solutions and drive observability, incident management, operational excellence, and continuous improvement. The ideal candidate is customer- and employee-focused, intellectually curious, analytical, and comfortable leading through ambiguity in a fast-paced, highly secure environment.

Role

• Lead and manage globally distributed application operations teams supporting mission-critical Java-based applications across on-premises infrastructure and Azure public cloud environments in a 24/7 support model.
• Provide strong leadership, coaching, and mentorship to application operations teams, driving employee development and a collaborative, high-performance culture.
• Provide escalation support to the team, including in-depth problem investigation and resolution of complex technical issues.
• Establish and promote sustainable incident management practices, including blameless post-incident reviews, escalation management, and continuous operational and process improvement.
• Champion application observability across logging, monitoring, and alerting through APIs and tools such as Azure Monitor, Dynatrace, Splunk, Zabbix, or similar platforms.
• Partner with Ethoca and Mastercard stakeholders to design, implement, operate, configure, and optimize secure, resilient, end-to-end technology solutions within a highly secure computing environment.
• Lead customer and regulatory audits, including PCI-DSS and SOC 2 compliance and annual disaster recovery exercises, while developing and maintaining high-quality technical documentation, procedures, and standards.
• Manage multiple concurrent projects while ensuring business-as-usual operational activities are consistently delivered.

All About You

• Proven experience managing Azure public cloud services, Linux or Unix servers, and Java-based applications in secure, large-scale environments.
• Demonstrated technical leadership, coaching, mentorship, delegation, conflict management, and negotiation skills, with excellent written and verbal communication.
• Strong familiarity with observability and monitoring platforms such as Zabbix, Dynatrace, Splunk, Azure Monitor, or similar tools.
• Strong security and networking knowledge, including encryption, hardening, certificates, vulnerability management, PKI, SSH, VPN, and core networking concepts.
• Working knowledge of ITIL, ITSM, and operational best practices, with hands‑on experience using tools such as Remedy, Jira, and Confluence.
• Strong problem‑solving skills, including the ability to guide complex technical issue resolution, think quickly, and deliver effective solutions under pressure.
• Highly accountable and outcome-focused, with the ability to manage multiple initiatives, projects, and team activities in a fast‑paced environment while delivering high‑quality results on time.
• Proven ability to create, follow, and guide others in adhering to documented processes and procedures while staying current with emerging technologies.
• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.

Preferred

• Experience supporting highly secure, regulated, or compliance‑driven environments, including customer or regulatory audits such as PCI‑DSS, SOC 2, or disaster recovery exercises.
• Relevant technical certifications in Azure, cloud operations, site reliability engineering, ITIL, security, or related disciplines.

Mastercard is a merit‑based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role.

In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [e-mail] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

• 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.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program.

This posting reflects one or more current openings on our team.

Pay Ranges Toronto, Canada: $121,000 - $169,000 CAD

Everyone wants easier ways to pay; we invent them. Checkout lines are slow; we speed them along. Merchants want more sales; we give them data and insights. People need financial access; we connect them. Corporate purchasing is complicated; we make it simple. Commuters are busy; we speed them on their way. Governments need greater efficiencies; we help create them. Small businesses are virtual; we give them access to a world of buyers. Retailers want to fight fraud; we provide the tools.