Senior 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 Senior Service Management Engineer Senior Service Management Engineer, Technical Implementation, Services Technology Who is Mastercard? Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all. Overview Technical Implementation team is part of MasterCard Services group and one of the most rapidly growing organization in the space. Services Technology Teams provides analytic software tools that enable large, consumer-focused businesses to seize the Big Data analytics opportunity by triangulating between business strategy, algorithmic math, and large databases to improve decisions. Technical Implementation team is a core component to consulting services, managing the data acquisition, integration and transformation of client provided data within the Test & Learn platform for global engagements. Role The Senior Services Management Engineer will be part of the BizOps team, responsible for delivering timely and efficient ETL support. The team manages multiple ETL loads across a wide range of clients and industries, ensuring quick failure resolution to maintain high standards of project delivery. This is a high-impact role focused on reducing average response times, improving SLAs, and driving process innovation within the team. Key Responsibilities: Respond promptly to ETL failure tickets and ensure timely resolution. Collaborate with client teams to identify root causes, apply necessary fixes, and provide detailed issue summaries. Work to minimize recurrence of known issues. Automate repetitive or manual processes to improve efficiency. Maintain strong stakeholder relationships by collecting and acting on feedback. Develop innovative approaches to improve resolution times and overall SLA performance. Manage the respective aub-teams and ensure deliverables meet client expectations. Acts as the technical mentor for the sub-team. Ensure timely responses to client queries and urgent requests. All About you: BE/BTech in a quantitative field (e.g., Computer Science, Statistics, Econometrics, Engineering, Mathematics, Operations Research). ME/MTech preferred Excellent English quantitative, technical, and communication (oral/written) skills; is an excellent listener Expertise with hands-on experience with RDMS technologies, preferably with Microsoft SQL Server, Databricks or PySpark with at least one scripting language (VB Script, Perl, Python) Demonstrate excellent skills in the ability to innovate, think critically and disaggregate problems. Able to provide oversight, validation and quality control to own and teamwork product Ability to easily move between business, data management, and technical teams; ability to quickly intuit the business use case and identify technical solutions to enable it Able to balance multiple projects and differing project priorities Flexible to work with global offices across several time zones 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.