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 Reliability Engineer Job Description Summary Job Description Summary Overview The IT Service Management team is looking for a Lead Reliability Engineer (for the Process Engineering Group) who can help us solve problems and lead Mastercard in ITSM process automation and best practices • Are you focused on analysis and design of workflows and ITSM processes within an organization? • Are you comfortable with integrating a new ITSM tool into an existing business environment • Do you have a low tolerance for manual work and look to automate everything you can? Service Operations (ITSM) Mission The Service Operations group is leading the ITSM transformation at Mastercard. The ITSM Process Re-engineering group will need to improve and manage the ITSM processes. The team is also required to govern and manage the process policies and performance. We need team members with an appetite for change and pushing the boundaries of what can be done with automation. Experience in working across geographies in a multi stakeholder and multi-vendor environment is essential. Qualification • A Bachelor’s degree, preferably in IT, Management or related field. Master’s degree a plus. • Proven functional knowledge of an ITMS tool is preferred. • Proven ability to develop task plans, manage time effectively across multiple simultaneous project activities, and meet target deadlines • Excellent communication skills (written and verbal), including presentation skills as well as the ability to clearly articulate process improvement solutions. • A collaborative mindset with the ability to work in team environment, but also self-motivated to produce results with minimal direction • Ability to form working relationships with groups of people from varied backgrounds, experience, and education levels • Experience supporting executive level engagements, i.e., boards, committees and/or working groups. • Ability to coordinate/communicate with engineers, technicians, and management to produce high-quality documentation ITIL Certification Experience • Professional experience working in a Business Analyst role for the process design and managing implementation of ITSM tools across the organization. • Experience evaluating ITSM requirements and working with subject matter experts. • Experience in the financial /banking or payment industry is preferred. Responsibilities • Responsible for maintaining the Process Architecture and managing improvements to IT Service Management processes with special focus on incident and problem management. • Analyzes workflows and processes to identify process inefficiencies and areas for improvement and provide recommendations. • Coordinates ITSM process improvement and modernization efforts to methodologies and principles, including associated processes, tools, organization structure(s) and organizational culture • Creates process change by integrating new processes to improve existing ones and communicating these changes to impacted stakeholders. Aligns to the incident reduction goal of the organization. • Plans and implements approved ITSM process improvements and develops metrics and methods to measure performance of the processes for operational efficiency and cost effectiveness • Maintain and improve a consistent communication methodology of the ITSM process through various methods through the organization. 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.