Experience with itsm platforms like remedy or jira
Mastercard is seeking a Lead Service Management Engineer to enhance Incident Management practices within its Operations, Network, and Employee Digital Experience sectors. The ideal candidate will have experience in IT Service Management, strong organizational and analytical skills, and the ability to improve operational workflows
Job Summary
The Lead IT Service Management Engineer plays a critical role in supporting and maturing Incident Management practices across ONE (Operations, Network, & Employee Digital Experience).
This role acts as a bridge between strategy, process governance, tooling, and operational execution to ensure rapid response to service disruptions.
Mastercard offers competitive benefits including medical, dental, vision, disability, life insurance, 401k with company match, and up to 25 days of vacation time.
Matching Summary
Match Score: 85
Mastercard is seeking a Lead Service Management Engineer to enhance Incident Management practices within its Operations, Network, and Employee Digital Experience sectors. The ideal candidate will have experience in IT Service Management, strong organizational and analytical skills, and the ability to improve operational workflows.
Salary
Base: $122,000 - $207,000 USD; Bonus/Equity: Eligible for annual bonus or commissions; Benefits: Insurance, paid leaves, 401k match, fitness reimbursement
Skills & Requirements
Must-have
3-5+ years IT Service Management experience
Working knowledge of ITIL frameworks
Experience with ITSM platforms like Remedy or Jira
Process-oriented mindset for workflow design
Ability to analyze incident lifecycle performance
Nice-to-have
Familiarity with Federated ITSM Support Model
Dashboard analytics experience with DOMO or Power BI
Strong organizational skills for multiple initiatives