Manager, Site Reliability Engineering

MasterCard; Harrogate; On-site; GBP 90,000 - 120,000; Full time

Job summary

Mastercard is seeking a Manager, Site Reliability Engineer to lead a production-focused team supporting Card Transaction Services and Faster Payments. You will combine line management with hands-on technical oversight, ensuring reliable, scalable systems and strong team development.

BASE24 experience and banking-domain knowledge are highly valued. The role demands leadership, coaching, and a drive for continuous improvement in a dynamic payments environment.

Qualifications

• Excellent communication and stakeholder engagement skills.
• Experience in 24/7 production support environments.
• Background in financial services or payments is preferred.
• Familiarity with ITIL change and release management.

Responsibilities

• Provide day-to-day leadership and coaching to the SRE team.
• Support recruitment, onboarding and talent development.
• Drive employee engagement, wellbeing, and retention.
• Act as escalation point for people-related matters with HR.
• Contribute to continuous improvement and automation initiatives.
• Collaborate to design and implement robust production solutions.
• Investigate incidents and perform root cause analysis.
• Maintain and improve BASE24 and related infrastructure.

Skills

Strong communication

Troubleshooting under pressure

24/7 production support

Financial services domain

ITIL practices

Agile methodologies

Deployment experience

Analytical mindset

Tools

HP NonStop

BASE24

Pathway

GoldenGate

Enscribe/SQL

TACL scripting

ISO8583/LIS5

HSMs/Cryptology/TLS

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

About Mastercard

Mastercard is a global technology company in the payments industry, dedicated to enabling an inclusive digital economy that benefits everyone, everywhere. By making transactions safe, simple, smart, and accessible, we empower individuals, financial institutions, governments, and businesses to reach their full potential. Our culture is driven by our Decency Quotient (DQ), which shapes how we work both internally and externally. Operating across more than 210 countries and territories, we are committed to building a sustainable world that unlocks priceless possibilities for all.

About Vocalink (a Mastercard Company)

Vocalink powers the UK's critical payment infrastructure, including real-time payments, settlement systems, direct debits, and a nationwide ATM network of nearly 60,000 machines. Our systems process:

• Over 90% of UK salaries
• More than 70% of household bills
• Almost all state benefit payments

The Opportunity

We are seeking a Manager, Site Reliability Engineer to support the Production Manager in overseeing a team of individual contributors who support the Card Transaction Services and Faster Payment Services. This role combines line management responsibilities and hands-on technical support. The post holder will be accountable for both the successful delivery of technical outcomes and the leadership, development and wellbeing of a team of engineers. Success in the role requires technical expertise within BASE24 alongside proven people leadership, coaching and stakeholder management skills.

Key Responsibilities

• Provide day-to-day leadership, coaching and support to team members.
• Support recruitment activities, including interviewing, selection and onboarding of new team members.
• Promote employee engagement, wellbeing and retention.
• Support succession planning and talent development within the team.
• Act as an escalation point for people-related matters and work closely with HR and senior leadership when required.
• Support and contribute to continuous improvement

BASE24 Experience

Experience with BASE24 is ideal and related technologies in a live production environment is highly desirable, including:

• HP NonStop systems
• Pathway, GoldenGate, and electronic file transfer tools
• TACL, TAL, COBOL, SQL (Enscribe), Enform
• TACL scripting
• ATM Driving
• Card authentication, authorization, and EMV standards
• Protocols and standards such as ISO8583 and LIS5
• HSMs, cryptology and TLS

Additional Responsibilities

• Drive innovation in production support, identifying opportunities to improve efficiency through automation and tooling
• Contribute to the production support strategy and roadmap, including technology selection
• Collaborate with stakeholders to design and implement effective solutions
• Investigate production issues and perform root cause analysis

Skills & Experience

• Strong communication, organisation, and time management skills
• Proven ability to troubleshoot complex systems under pressure
• Experience in 24/7 support role
• Experience in financial services or payments environments
• Understanding of ITIL practices, change, and release management
• Familiarity with Agile methodologies and team-based delivery
• Experience with functional and non-functional deployments
• Knowledge of programming or web technologies is an advantage
• Strong analytical mindset with a focus on continuous improvement and tooling

Personal Attributes

• Passion for production support, diagnostics, and reliability engineering
• Proactive, self-driven, and committed to continuous learning
• Collaborative team player with a flexible, adaptable mindset
• Motivated to improve processes and embrace emerging technologies
• Strong ownership mindset with a desire to make a meaningful impact

Corporate Security Responsibility

Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must: 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.

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.