ITSM Change and Incident Management Engineer

Reliability 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

Reliability Engineer IIOverview:

* Review daily changes and incidents in CAB meetings and prepare the CAB report; represent the team in ICRB meetings.
* Collaborate with the team to create change records and follow up on required approvals.
* Maintain Remedy hygiene with strong ITSM process adherence.
* Prepare communications related to Incident Management.
* Create Post‑Incident Reports in collaboration with the Federated Incident Manager.
* Work closely with the Federated Change Manager to ensure there are no gaps in the Change Management process.
* Track and monitor ITSM KPIs and ensure continuous process adherence.
* Prepare weekly reports for Product teams, including program‑level updates.
* Contribute to Mastercard internal audits along with the technical team.

Role:

We are seeking an experienced ITSM Professional with strong expertise in Change Management and Incident Management, capable of supporting organizational change initiatives aligned with business transformation, technology adoption, and process governance.
This role ensures smooth transitions, effective stakeholder engagement, and sustainable change outcomes across the organization.

Key responsibilities include:

* Engaging regularly with internal partners to facilitate change and incident processes.
* Partnering with regulatory teams to ensure compliance.
* Participating in internal and external audits related to ITSM processes.

All About you:

* **8+ years of experience** in Change Management, Incident Management, or other ITSM-related roles.
* Strong understanding of **ITIL standards** and ITSM frameworks.
* Experience in **communication planning and execution**, particularly for technology and operations.
* Background in **customer support or service roles**, with a strong sense of urgency and responsiveness.
* Proven track record of **effective communication and interpersonal skills**.
* Strong **strategic thinking** and **decision‑making** capabilities.
* Ability to work collaboratively across multiple teams to deliver effective internal and external communication.

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