Service Management Engineer II

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

Service Management Engineer II

About MASTERCARD: At MASTERCARD technology, we work to connect and power an inclusive, digital economy that benefits everyone, everywhere, by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results

Technology at MASTERCARD: What we create today will define tomorrow. Revolutionary technologies that reshape the digital economy to be more connected and inclusive than ever before. Safer, faster, more sustainable. And we need the best people to do it. Technologists who are energized by the challenges of a truly global network. With the talent and vision to create the critical systems and products that power global commerce and connect people everywhere to the vital goods and services they need every day.

About the Role: This role involves handling customer work-orders, resolving issues, and coordinating with other stakeholders to ensure a positive customer experience. Individual is expected to act as final technical arbiter for complex or ambiguous customer issues. Key responsibilities include triaging incoming requests, escalating complex issues, and collaborating with internal teams like business operations, customer technical services, program and product development. The role often involves maintaining knowledge of products and services, identifying opportunities for improvement, and contributing to the overall customer journey. See the big picture and help create and enforce standards and practices that help our customers have smooth run

• Responsibilities:
• Monitor and respond to incoming tickets, alerts, or calls through the designated support channels.
• Categorize and prioritize customer tickets based on urgency, severity, and impact, ensuring timely and efficient resolution.
• Provide appropriate solutions or workarounds and escalate issues to the appropriate team when needed.
• Partner with Biz Ops, CTS, and Product teams to ensure process adherence and consistency
• Drive RCA quality standards, fix-tag accuracy, and document post-resolution learnings
• Maintain clear and effective communication with stakeholders, providing updates on issue status and resolution progress.
• Maintain and update knowledge base articles and internal documentation to improve self-service capabilities and ensure consistent information delivery.
• Maintain accurate and detailed records of triaged issues in the ticketing system.
• Escalate critical incidents following established protocols.
• Identify repetitive, manual, and low-value operational work and own its elimination
• Partner with automation/engineering teams to deliver self-healing, auto-triage, and alert suppression
• Measure and report toil reduction impact (hours saved, MTTR improvement)
• Define and maintain operational metrics dashboards (inflow, backlog aging, MTTR, SLA adherence)
• Analyze trends to proactively identify systemic issues and reliability risks
• Provide exec-ready insights and recommendations to leadership
• Maintain accurate records of customer issues and resolutions in mastercard ticketing platforms.
• Stay up-to-date on new products, features, and procedures to effectively support customers
• Identify areas of toil and improve support methods to reduce the identified toil over time.
• Increase automation and tooling to reduce toil manual intervention
• Analyze ITSM activities of the platform and provide feedback loop to relevant stakeholders on efficiency gaps and concerns

• Required Technical Skills
• Strong Linux foundation. Able to navigate and use commands while troubleshooting issues
• Database concepts and commands, Oracle, SQL, Mongo
• Experience with observability tools like Splunk, Dynatrace, Prometheus, or Datadog.
• Experience in ITSM practices with knowledge on incident management and service desk operations will be good
• Experience with Service Cloud / Remedy (workflow design preferred)
• Data analysis skills (Excel, SQL, dashboards) for operational analytics
• Automation/scripting mindset (Python, shell, low-code tooling)
• Experience operating large-scale, customer-facing platforms
• Ability to influence without authority across product and operations teams
• Comfort operating in high-severity, high-ambiguity incidents
• Proven ownership mindset for outcomes, not just tasks
• Ability to balance short-term customer recovery with long-term reliability improvements
• Understanding of client-server relationships, network concepts, and operating system navigation.
• Understanding of TCP/IP, DNS, HTTP/S, VPNs, firewalls
• Familiarity with cloud networking (AWS VPCs, Azure VNets) will be added benefit

• Required General Skills:
• Systematic problem-solving approach, analytical skills coupled with sense of ownership
• Interest in analyzing, and troubleshooting large-scale distributed systems
• A passion for observability, automation, and continuous improvement
• Capability to embrace challenging opportunities, while effectively contributing as a member of a diverse, geographically dispersed, and matrix-structured project team
• Ability to balance doing things right with fixing things quickly. Flexible and pragmatic, while working towards improving the long-term health of the system
• Strong verbal and written communication skills, including the ability to explain technical issues to non-technical audiences.

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.