Lead Service Management Engineer

Job Description

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 IT Service Management Engineer plays a critical role in supporting and maturing Incident Management practices across ONE (Operations, Network, & Employee Digital Experience). The Lead will partner closely with ITSM Process Owners, engineering teams, operational support groups, and business stakeholders to ensure ITSM processes are well‑defined, effectively adopted, and optimized through data‑driven insights. Role: The Lead Process Engineer is a liaison between BizOps and ONE to effectively align all ONE programs to the Enterprise IT-Incident Management processes and activities. This will include communicating, governing, and continuously improving the enterprise-wide Incident Management framework within our ONE Programs to ensure rapid, consistent, and high‑quality response to service disruptions within these programs. The individual in this role will analyze end‑to‑end incident lifecycle performance, develop metrics and KPIs, and partner with technical teams to reduce MTTM/MTTD and improve system reliability. They will lead major incident response process improvements, coordinate readiness activities, and architect scalable practices that enhance communication, root-cause transparency, and cross‑team collaboration. This role acts as a bridge between strategy, process governance, tooling, and operational execution. All About You: • 3–5+ years of experience in IT Service Management, technical operations, or related fields. • Working knowledge of ITIL frameworks and ITSM best practices. (ITIL 4 preferred) • Experience with ITSM platforms (Remedy, Jira Service Management, BMC, or equivalent). • Familiar with a Federated ITSM Support Model. • Process‑oriented mindset with experience designing, improving, or governing operational workflows. • Experience or Exposure to dashboards, analytics, or data visualization tools (DOMO or Power BI experience preferred). • Strong organizational skills with the ability to manage multiple initiatives and priorities. • Excellent written and verbal communication skills. • Analytical mindset with the ability to identify trends, root causes, and optimization opportunities. • Ability to operate effectively in hybrid environments spanning cloud and on‑premises systems. Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veter

Required Skills