Lead Reliability Engineer

About the role

Mastercard’s IT Service Management team is seeking a Lead Reliability Engineer to drive process automation and best‑practice adoption across the Process Engineering Group. You will shape the architecture of ITSM workflows, integrate new tools, and champion a culture of continuous improvement.

Key responsibilities

• Maintain and evolve the Process Architecture for IT Service Management.
• Design, implement, and automate ITSM workflows to reduce manual effort.
• Integrate new ITSM tools into existing environments while ensuring seamless operation.
• Govern process policies, monitor performance, and drive re‑engineering initiatives.
• Collaborate with multi‑geography, multi‑vendor stakeholders to deliver consistent service quality.
• Produce high‑quality documentation and support executive‑level engagements.

Required profile

• Bachelor’s degree in IT, Management or a related field (Master’s a plus).
• Proven experience as a Business Analyst in ITSM process design and tool implementation.
• Strong communication and presentation skills, with the ability to influence senior leaders.
• Collaborative mindset, self‑motivated, and comfortable working with diverse teams.
• ITIL certification and experience in the financial/payments industry preferred.

Required skills

• ITSM tools (e.g., ServiceNow or similar)
• ITIL framework
• Business analysis and process design
• Automation of ITSM workflows
• Process architecture and re‑engineering