Service Management Engineering Manager

Manager, Service Management Engineering

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

Manager, Service Management EngineeringAbout 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: 
We are looking for a dynamic and experienced Customer Support & Operations People Manager to lead a high-performing team responsible for resolving customer tickets, cross-functional coordination, and operational response. This role requires a strong technical foundation, excellent leadership skills, and a passion for driving continuous improvement in ticket resolution response and collaboration workflows.

This group is involved in handling customer work-orders, resolving issues, and coordinating with other teams to ensure a positive customer experience. The group on daily basis has key responsibilities of triaging incoming requests, escalating complex issues, and collaborating with internal teams like business operations, customer technical services, program and product development. See the big picture and help create and enforce standards and practices that help our customers have smooth run.

Key Responsibilities:
Lead, mentor, and develop a team of engineers resolving complex customer issues and collaboration specialists.
Conduct regular 1:1s, performance reviews, and career development planning.
Foster a culture of accountability, empathy, and continuous learning.
Oversee the flow of incoming tickets, ensuring timely categorization, prioritization, routing and escalations
Ensure adherence to SLAs and escalation protocols.
Act as an escalation point for high-severity and high-priority tickets.
Champion collaboration tools and practices (e.g., MS Teams, Confluence, Slack etc.) to improve communication and transparency.
Define and refine triage workflows, escalation paths, and documentation standards.
Analyze ticket trends and team performance metrics to identify areas for improvement.
Report on KPIs and operational health to senior leadership.
Maintain clear and effective communication with stakeholders, providing updates on issue status and resolution progress. 
Ensure to have an updated 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.
Drive initiatives on process improvements to streamline triage and collaboration workflows, enhancing efficiency and customer satisfaction. 
Identify toils and submit with clear ownership and expected benefit

Required Technical Skills
Understanding of Linux and process of troubleshooting issues
Understanding of Database concepts (Oracle, SQL, Mongo)
Understanding of observability and purpose of tools like Splunk, Dynatrace, Prometheus, or Datadog.
Experience in ITSM practices with knowledge on incident management and service desk operations will be good
Understanding of Ticketing system and workflows in a large corporate setting.
Experience in using reporting tools like Domo; Project management tool like Jira; Documentation, communication and collaboration tool like Confluence is a must


Required General Skills:
Experience managing distributed or remote teams.
2+ years of experience in a people management role.
Critical thinking skills and a proactive approach to problem-solving.
Capability to embrace challenging opportunities, while effectively contributing as a member of a diverse, geographically dispersed, and matrix-structured project team 
Balances swift issue resolution with long-term process improvement, demonstrating flexibility and a pragmatic approach to team and workflow health.
Strong verbal and written communication skills, including the ability to explain technical issues to non-technical audiences.
Excellent in conflict resolution and stakeholder management skills.
Comfortable collaborating with cross-functional teams to ensure that expected system behavior is understood, and monitoring exists to detect anomalies 
ITIL or PMP certifications would be added advantage

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.

Experience Level

Mid Level