Senior Service Management Engineer

Mastercard Inc.; O’Fallon (MO); On-site; USD 96,000 - 163,000; Full time

Job summary

Mastercard in the United States seeks a Senior Service Management Engineer to join the Business Operations team. You will define metrics and KPIs, analyze SLA compliance, and drive improvements across IT service performance and catalogue maintenance.

You will collaborate with business and technical partners to implement standards, procedures, and service levels, while proactively updating runbooks, incident reports, and post-mortems to support reliability and resilience.

Qualifications

• Configuration Management - Capability to systematically manage and maintain the integrity of systems and software configurations by establishing, monitoring, and controlling changes, ensuring consistency across environments, and facilitating efficient deployment and recovery processes to enhance operational stability and reduce risks.

Responsibilities

• Independently execute key project/process elements within Service Management Engineering, applying in-depth discipline knowledge and best practices to effectively resolve problems and roadblocks as they arise.
• Conduct incident, problem, and change management activities to proactively maintain service stability and respond to operational issues for all application and infrastructure products and services.
• Analyze service performance data to evaluate SLA compliance and identify areas for operational improvement.
• Proactively update documentation related to standards, procedures, and service levels, ensuring accuracy and completeness.
• Assist with service evaluation and reporting based on key metrics and KPIs.
• Contribute to process evaluations, providing insights and recommendations for operational improvements and efficiency gains.
• Communicate with service providers to facilitate SLA adherence efforts, escalating issues as necessary to ensure service quality.
• May contribute to solution development for new products/services and/or manage smaller projects/initiatives as an experienced individual contributor with specialized knowledge in Service Management Engineering.
• Drive project execution, milestones, dependencies, and delivery cadence. Facilitate planning, requirements analysis, team commitments, and proactively manage risks, blockers, and dependencies.
• Manage threat prioritization & remediation timelines ensuring timely closure of security risks and sustained compliance.

Skills

Configuration management

Application monitoring

Workflow management

Release management

Agile methodology

IT service management

Collaboration with development teams

Documentation and communication

Threat management

Tools

Kanban

JIRA

Rally

Job description

Senior Service Management Engineer

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.

About the Role

The Business Operations team is seeking a highly motivated and experienced Senior Service Management Engineer (SME) to join our team. This role plays a critical part in the development, support, and maintenance of the IT service performance management process. You will bring strong analytical skills, a continuous improvement mindset, and the ability to collaborate effectively with both business and technical partners. The Service Management Engineer analyzes, reviews and measures service level performance against agreed upon Service Level Agreements (SLAs), as well as establishes, implements, and enforces standards, procedures, and service levels to ensure Operational Level Agreements (OLAs) are consistently met across internal and external service providers. Working closely with business and service providers, the Service Management Engineer defines meaningful metrics and key performance indicators (KPIs) that accurately reflect service delivery quality and performance levels. Responsibilities also include creation and maintenance of the IT service catalogue and continuously evaluating and defining strategies for improvements to process and procedures. As part of the Business Operations team, you will:

• Independently execute key project/process elements within Service Management Engineering, applying in-depth discipline knowledge and best practices to effectively resolve problems and roadblocks as they arise.
• Conduct incident, problem, and change management activities to proactively maintain service stability and respond to operational issues for all application and infrastructure products and services.
• Analyze service performance data to evaluate SLA compliance and identify areas for operational improvement.
• Proactively update documentation related to standards, procedures, and service levels, ensuring accuracy and completeness.
• Assist with service evaluation and reporting based on key metrics and KPIs.
• Contribute to process evaluations, providing insights and recommendations for operational improvements and efficiency gains.
• Communicate with service providers to facilitate SLA adherence efforts, escalating issues as necessary to ensure service quality.
• May contribute to solution development for new products/services and/or manage smaller projects/initiatives as an experienced individual contributor with specialized knowledge in Service Management Engineering.
• Drive project execution, milestones, dependencies, and delivery cadence. Facilitate planning, requirements analysis, team commitments, and proactively manage risks, blockers, and dependencies.
• Manage threat prioritization & remediation timelines ensuring timely closure of security risks and sustained compliance.

Role qualifications

• Configuration Management - Capability to systematically manage and maintain the integrity of systems and software configurations by establishing, monitoring, and controlling changes, ensuring consistency across environments, and facilitating efficient deployment and recovery processes to enhance operational stability and reduce risks.
• Application Monitoring and Observability - Ability to design and implement monitoring and observability practices that provide visibility into application health through metrics, logs, and traces, enabling rapid detection, diagnosis, and resolution of incidents.
• Workflow Management - Capability to analyze current workflows, identify bottlenecks, streamline processes, implement efficient systems, monitor progress, allocate resources, and adapt processes to ensure work moves smoothly from one stage to the next while achieving desired outcomes.
• Release Management - Capability to oversee and coordinate the planning, scheduling, and deployment of software releases, ensuring new features, updates, and fixes are delivered efficiently and effectively while minimizing disruption to services, managing risks, and upholding quality standards during the entire software development lifecycle.
• Agile Methodology - Ability to apply Agile principles and practices to support iterative delivery, continuous improvement, and close collaboration with cross-functional teams while maintaining operational reliability.
• IT Service Management - Ability to apply IT service management principles to incident, problem, and change management, ensuring reliable service delivery, effective incident response, and continuous service improvement aligned to business needs.
• Collaboration with Development Teams - Ability to work closely with development teams to improve application architecture, code quality, and operational readiness, advocating for reliability, scalability, and operational excellence throughout the development lifecycle.
• Documentation and Communication - Ability to clearly document system architectures, runbooks, incident reports, and post-mortems, and communicate effectively during incidents and recovery to ensure shared understanding and continuous learning.
• Threat Management, Proactive Monitoring and Improvement - Capability to continuously monitor systems, applications, and infrastructure to identify trends, risks, and improvement opportunities, proactively addressing issues and implementing enhancements to optimize performance, reliability, and resilience.

Specific Tool / Systems Expertise

• 1.Agile methodogies like Kanban or similar.
• 2.JIRA, Rally or similar.
• 3.BMC Remedy or similar.

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

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.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience.

• Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more.
• Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.

Pay Ranges O'Fallon, Missouri: $96,000 - $163,000 USD Remote - Kentucky: $96,000 - $163,000 USD