Reliability Engineer I

The Business Operations (Biz Ops) team is seeking a Service Management Reliability Engineer (SMRE).


The role of the Business Operations Organization is to be the production readiness steward for Mastercard products.

As a Biz Ops SMRE, we are responsible for assuring highly reliable service functionality by creating and maintaining service management strategies, tools, and service-level
objectives to deliver reliable, zero-touch solutions for application and infrastructure products and services.

We see the big picture and help create and enforce operations standards while facilitating an
agile and learning culture.

SMREs primarily support the development of documentation, analysis, and improvement of processes
and strategies, enabling program teams to realize goals of proactive engagement in the development lifecycle, thought leadership within service management strategies, reliability of tools and service level
objectives, and automated solutions.


Team Specific Skills:
It is not expected that any single candidate would have expertise across all these areas, but a Biz Ops
Service Management Reliability Engineer will primarily spend much of their role within these role-based
skills:
Experience with data analysis and reporting, including employing concepts of data strategy,
specifically in business intelligence for supporting innovation, maturity of practice(s), and the
assessment of regulatory and compliance-based risks.


Ability to analyze Information Technology Service Management (ITSM) activities of the platform
and provide a continuous feedback loop to development teams on operational gaps or resiliency
concerns.


Knowledge of incident, change, and knowledge management space, including incident
communications, as well, as problem management and ITSM processes, data, and usage.


Knowledge of Information Technology Asset Management (ITAM), practices, processes, and
management.


Knowledge of DevOps and observability techniques needed to deploy and monitor applications.


The ability to translate operational maturity control activities into procedures and practices for
the team.


Support of Mastercard controls through a partnership with auditors, as well as Technology Risk
Management (TRM), including Archer, as well as developing knowledge of payment card control
frameworks such as PCI, PFMI, SOC, and SOX.


Working knowledge or experience creating release-specific deployment criteria and applying
those criteria during the software development lifecycle (SDLC) as a gate to deploying software
into production.


Supports quality engineering best practices to deliver services and solutions that meet
stakeholders needs (eg, consumers, merchants, issuers, and governments).


Monitor operational team objectives to ensure teams are achieving the set goals.


Create and monitor team resources to ensure adequate documentation exists to support guild
requirements.



Role Qualifications
The ideal candidate will have experience in many of these areas:
Bachelor s degree in information systems, Information Technology, Computer Science,
SMREs daily employ critical thinking across problems they solve, the relationships they manage,
and the space in which they support.


Risk awareness, of the risk(s) associated with the program(s) you support, across Biz Ops
processes and practices, seeking to do no harm yet further, taking proactive, thoughtful risks
in innovation while always ensuring alignment to Mastercard s regulatory, risk-based
requirements.


Requires capability to integrate theory and principles with organizational practices and
precedents.


Appetite for change and pushing the boundaries of what can be done with automation.

Be
curious about new technology, infrastructure, and practices to scale our architecture and
prepare for future growth.


Systematic problem-solving approach, coupled with strong communication skills and a sense of

Great to Have / Preferred Knowledge and Experience
Experience in a SRE role or related field.


Experience in Monitoring tools such as Splunk, and Dynatrace.


Possess a basic understanding of the five ITIL practices: Service Strategy, Service Design,
Continual Service Improvement, Service Operations, and Service Transition, and apply these
practices to enhance service quality, efficiency, and alignment with business needs.


Understand and ensure the availability, security, capacity, and continuity requirements of an IT
team.


Demonstrate the ability to enable cross-department collaboration to bring IT Teams and
Development Teams together through streamlined product management approaches.


Plan and implement solutions to seamlessly deliver IT services while minimizing disruptions.


Demonstrate working knowledge of key ITSM practices which include Incident Management,
Change Management, Problem Management, and Service Request Management.


Work to enforce change management processes and standards while simultaneously working to
improve the process.


Knowledge of Service Request Management processes which are facilitated through work order
tickets and are subject to accepted and documented request fulfillment process guidelines as
defined by ITIL as well as potential unique handling procedures applied by various support
groups.

Further, create, implement, and govern the accepted Service Request Management
processes.


Manage ITSM practices, IT Asset Management (ITAM), and Knowledge Management effectively
using the ticketing system.


Streamline product management approaches to enhance communication and alignment.


Maintain the quality of incident and problem tickets by effectively reviewing, updating, and
managing data fidelity within the tickets, including essential KPI data that reflects service
resiliency and redundancy.


Partner with the incident process engineers and establish an ongoing dialogue around incident
process requirements and incident data fidelity.


Retain ownership of problem tickets and coordinate remedial actions for incidents impacting
applications or service.