Lead Service Management Engineer

Mastercard

Confirmed live today High trust

Quick summary

Work type
On-site
Location
O'Fallon, MO
Salary
$122,000–$207,000 / yr
Posted
1 day ago
Freshness
Confirmed live today

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $188k
This role $164k
$108k $250k
below market most similar roles pay here above market

This role pays less than 73% of similar roles. Most pay $161,162–$214,250 — the blue band above. At the midpoint, this role pays about $164k versus about $188k for comparable roles.

Based on 240 similar postings.

Employer

About Mastercard

Mastercard is a global technology company in the payments industry, processing transactions between financial institutions and merchants using its extensive network of credit, debit, and prepaid card products. Industry: Payments Technology & Financial Services

Mastercard currently has 150 open roles on FindRole.

Listed pay typically runs $122,000–$207,000 across 143 roles with salary data.

Most-posted roles

View all roles at Mastercard

At a glance

TL;DR · Lead Service Management Engineer

The Lead Service Management Engineer drives end-to-end delivery and operational excellence across Run, Build, and Reliability workstreams. This role involves standardizing intake and governance, improving service health through metrics and root-cause analysis, and partnering with engineering, product, infrastructure, and BizOps teams to deliver secure, compliant, and resilient systems. Key responsibilities include owning ITSM governance for Incident, Problem, and Change modules, managing the service catalog and CMDB, and leading security and compliance obligations like PCI and SOX. The position requires building Jira templates and workflows, facilitating scrum ceremonies, and improving observability through logging and monitoring. The role utilizes tools including Remedy, Jira, and DOMO to solve technical problems related to deployment automation, capacity planning, and reducing operational toil within complex production environments.

What you'll do

  • Standardize and govern ITSM intake for incidents, problems, work orders, and changes across all modules.
  • Define and enforce service performance standards, including SLA/SLO/KPI definitions and executive-ready reporting.
  • Lead root-cause analysis for recurring incidents and high-risk changes to develop remediation and prevention plans.
  • Maintain operational documentation, including SOPs, playbooks, service catalogs, and CMDB records.
  • Manage security and compliance obligations such as PCI, SOX, and vulnerability tracking.
  • Build and maintain Jira templates and workflows to support consistent project planning and execution.
  • Coordinate release activities, readiness documentation, and BizOps acceptance criteria for production features.
  • Partner with SRE teams to improve observability, reduce toil, and automate deployment validations.

What we're looking for

  • Own and standardize ITSM intake and governance across Incident, Problem, Work Order, and Change modules.
  • Define and enforce Incident/Problem/Change standards, workflows, and operating cadences.
  • Establish and report on service performance including SLA/SLO/KPI definitions and executive-ready dashboards.
  • Analyze recurring incidents and high-risk changes to drive root-cause analysis and remediation plans.
  • Manage and improve operational documentation such as SOPs, playbooks, and runbooks.
  • Lead security and compliance obligations including PCI, SOX, SOC1/SOC2, and vulnerability tracking.
  • Build and maintain standard Jira templates and workflows to support project intake and execution.
  • Partner with SRE and engineering to improve observability, capacity planning, and deployment automation.

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