Senior Service Management Engineer

About the role

Mastercard is looking for a Senior Service Management Engineer to ensure the stability, resilience and operational excellence of its critical payment, clearing, data and platform services. The role sits at the intersection of technology, operations, risk and customer engagement, driving production readiness and continuous improvement across distributed environments.

Key responsibilities

• Maintain service ownership and production readiness, ensuring platforms are stable, compliant and ready for go‑live.
• Lead incident and problem management activities, including triage, root‑cause analysis, post‑incident reviews and corrective actions.
• Govern change and release processes by reviewing impact, risk and execution quality and coordinating communication with customers.
• Manage certificate lifecycle, detecting renewals, tracking, automating remediation and preventing service disruption.
• Partner with risk and compliance teams to monitor operational controls, mitigation plans and remediation progress.

Required profile

• Bachelor’s degree in Computer Science, Engineering or related field, or equivalent experience.
• 6–8+ years of experience in IT service management, production support or site reliability engineering.
• Strong understanding of ITSM lifecycle practices; ITIL certification preferred.
• Proven ability to lead incident response, root‑cause analysis and communicate with senior stakeholders.
• Experience working in mission‑critical, high‑availability environments.

Required skills

• ITIL (or similar ITSM framework).
• Monitoring and observability tools such as Splunk or Dynatrace.
• Certificate lifecycle management and cryptography concepts.
• Relational databases: Oracle, PostgreSQL, SQL, PL/SQL.
• CI/CD tooling: Git, Bitbucket, Jenkins, Maven, Artifactory, Groovy, Chef.
• Automation, resiliency engineering, capacity planning and troubleshooting of large‑scale distributed systems.