Lead Service Management Engineer

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 veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly. 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. In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more. Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.

Pay Ranges O'Fallon, Missouri:

$122,000 - $207,000 USD Everyone wants easier ways to pay; we invent them. Checkout lines are slow; we speed them along. Merchants want more sales; we give them data and insights. People need financial access; we connect them. Corporate purchasing is complicated; we make it simple. Commuters are busy; we speed them on their way. Governments need greater efficiencies; we help create them. Small businesses are virtual; we give them access to a world of buyers. Retailers want to fight fraud; we provide the tools.