Senior Service Management Engineer

Senior Service Management Engineer, Technical Implementation, Services Technology

Who is Mastercard? Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Overview

Technical Implementation team is part of MasterCard Services group and one of the most rapidly growing organization in the space. Services Technology Teams provides analytic software tools that enable large, consumer-focused businesses to seize the Big Data analytics opportunity by triangulating between business strategy, algorithmic math, and large databases to improve decisions. Technical Implementation team is a core component to consulting services, managing the data acquisition, integration and transformation of client provided data within the Test & Learn platform for global engagements.

Role The Senior Services Management Engineer will be part of the BizOps team, responsible for delivering timely and efficient ETL support. The team manages multiple ETL loads across a wide range of clients and industries, ensuring quick failure resolution to maintain high standards of project delivery.

This is a high-impact role focused on reducing average response times, improving SLAs, and driving process innovation within the team.

Key Responsibilities:

Respond promptly to ETL failure tickets and ensure timely resolution. Collaborate with client teams to identify root causes, apply necessary fixes, and provide detailed issue summaries. Work to minimize recurrence of known issues. Automate repetitive or manual processes to improve efficiency. Maintain strong stakeholder relationships by collecting and acting on feedback. Develop innovative approaches to improve resolution times and overall SLA performance. Manage the respective aub-teams and ensure deliverables meet client expectations. Acts as the technical mentor for the sub-team. Ensure timely responses to client queries and urgent requests.

All About you: