Senior IT Service Management & Reliability Engineer

RiseMe; United States; Remote; USD 96,000 - 163,000; Full time

Job summary

Mastercard is seeking a Senior Service Management Engineer to join our Business Operations team. You will develop, support, and maintain IT service performance management processes, analyzing SLA adherence and driving continuous improvement across applications and infrastructure.

You will define metrics, maintain the IT service catalog, and collaborate with business partners and service providers to ensure service quality. The role emphasizes strong analytics and proactive documentation.

Qualifications

• Experience implementing and operating IT service management processes.
• Strong ability to monitor, log, and improve service performance against SLAs.
• Proven collaboration skills with cross-functional teams and vendors.

Responsibilities

• Independently execute key project/process elements within Service Management Engineering and resolve roadblocks.
• Conduct incident, problem, and change management activities to maintain service stability.
• Analyze service performance data to evaluate SLA compliance and identify improvements.
• Proactively update documentation related to standards, procedures, and service levels.
• Assist with service evaluation and reporting based on KPIs.
• Contribute to process evaluations and operational efficiency gains.
• Communicate with service providers to ensure SLA adherence and escalate as needed.
• Contribute to solution development and manage smaller projects as an experienced IC.
• Drive project execution, milestones, dependencies, and delivery cadence; manage risks.

Skills

Configuration Management

Application Monitoring

Workflow Management

Release Management

Agile Methodology

IT Service Management

Collaboration with Development Teams

Documentation and Communication

Threat Management, Proactive

Tools

JIRA

Rally

BMC Remedy

Job description

Mastercard is seeking a Senior Service Management Engineer to join our Business Operations team. You will develop, support, and maintain IT service performance management processes, analyzing SLA adherence and driving continuous improvement across applications and infrastructure.

You will define metrics, maintain the IT service catalog, and collaborate with business partners and service providers to ensure service quality. The role emphasizes strong analytics and proactive documentation.