Senior Service Management Engineer

About the role

The Senior Service Management Engineer is responsible for handling customer work‑orders, resolving issues, and coordinating with multiple stakeholders to ensure a positive customer experience. The role acts as the final technical arbiter for complex or ambiguous customer problems and works closely with internal teams to maintain service quality.

Key responsibilities

• Monitor and respond to incoming tickets, alerts, and calls through designated support channels.
• Categorize and prioritize customer issues based on urgency, severity, and business impact.
• Provide appropriate solutions or work‑arounds and escalate complex cases to the relevant internal teams.
• Act as the final technical arbiter for ambiguous or high‑complexity customer problems.
• Collaborate with Business Operations, Customer Technical Services, program and product development teams to ensure seamless issue resolution.
• Maintain up‑to‑date knowledge of Mastercard products and services and identify opportunities for process improvement.

Required profile

• Proven experience handling customer work‑orders and technical issue resolution.
• Ability to act as a decisive technical authority on complex problems.
• Strong collaboration skills with cross‑functional internal teams.
• Detail‑oriented mindset with a focus on improving the overall customer journey.

Required skills