Lead 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.

Title and Summary

Lead Service Management Engineer

Overview:
The Lead Service Management Engineer drives end-to-end delivery and operational excellence across Run (ITSM/Remedy), Build (Jira-based project delivery), and Reliability (SRE) workstreams. This role standardizes intake and governance, improves service health through metrics and root-cause analysis, and partners with engineering, product, infrastructure, and BizOps to deliver secure, compliant, and resilient systems.

Key Responsibilities:

Run: IT Service Management (ITSM – Remedy)
• Own and standardize ITSM intake and governance across Incident (INC), Problem (PBI), Work Order (WO), and Change (CHG) modules; ensure all work is captured, categorized, and traceable.
• Define and enforce Incident/Problem/Change standards, workflows, and operating cadences; publish and maintain a standard Jira/ITSM template as applicable.
• Establish and report on service performance: SLA/SLO/KPI definitions, dashboards, and executive-ready status reporting; identify gaps and lead corrective actions.
• Analyze recurring incidents/WOs/problems and high-risk changes; drive root-cause analysis, remediation plans, and prevention mechanisms.
• Build and maintain operational reporting and dashboards (e.g., DOMO) to support trend analysis and decision-making.

Run: Governance, Documentation, and Compliance
• Own and continuously improve operational documentation: Standard Operating Procedures (SOPs), guild standards, playbooks, and runbooks; drive periodic reviews and validation.
• Manage and keep current the service catalog and CMDB to ensure accurate service ownership, dependencies, and operational readiness.
• Coordinate required and role-based training (e.g., badge training, federated training, program skill training, BizOps skill training) and ensure completion and auditability.
• Lead and track security and compliance obligations including PCI, SOX, SOC1/SOC2, access reviews, internal audits, vulnerability/issue/risk/exception tracking, certificate renewals, security mandates, risk registry (DRO), patching schedules, and BOMM-related controls.

Build: Project Delivery (Jira)
• Build and maintain standard Jira templates and workflows to support consistent intake, planning, execution, and reporting across programs and teams.
• Drive PI process execution and facilitation: scrum ceremonies, kickoff, intake, retrospectives, demos, customer onboarding, and product design reviews.
• Coordinate release activities and readiness documentation (e.g., PLL, TAD creation, SOAR/operational resiliency reviews, peer reviews, and implementation plan reviews).
• Own BizOps acceptance criteria for stories/features to verify standards and prevent operational or compliance gaps from entering production.
• Capture and manage BizOps workstream requirements and program objectives; maintain transparent backlogs and delivery plans.
• Audit and track BOMM MLRs not completed; establish actionable backlog items and follow through to closure.

Reliability: Site Reliability Engineering (SRE) Enablement
• Partner with SRE and engineering to reduce toil, improve capacity planning, and drive performance tuning and testing scenarios.
• Improve observability (logging, monitoring, dashboards): create proactive monitors/alerts with attached playbooks and SOPs; validate and tune existing alerts to reduce noise.
• Deliver operational readiness via enablement and training (e.g., L1 monitoring/alerts, tool skill training) and by standardizing monitoring/runbook expectations.
• Support continuous delivery improvements: deployment automation with validation, improved change success (reduce rollbacks/fail-forward due to design

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 [email protected] 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. THIS POSTING RELECTS ONE OR MORE CURRENT VACANCIES ON OUR TEAM, AND MASTERCARD INTENDS TO FILL THIS POSITION BY 01/27/2027. If the fill date has passed, Mastercard intends to fill this position as soon as possible.

Pay Ranges

O'Fallon, Missouri: $122,000 - $207,000 USD