FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Senior Service Management Engineer
Mastercard. Develop, support, and maintain the IT service performance management process .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Service Management Engineering, focusing on IT service performance management, SLA compliance, and process improvement. Proficient in incident, problem, and change management, with strong capabilities in documentation and communication.
Highest-signal resume keywords
Service Management EngineeringIT Service ManagementAgile MethodologyConfiguration ManagementApplication Monitoring and Observability
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Level AgreementsOperational Level AgreementsKey Performance IndicatorsIncident ManagementProblem ManagementChange ManagementProcess ImprovementDocumentationThreat ManagementWorkflow Management
Soft Skills
CollaborationCommunication
Tools & Technologies
JIRARallyBMC Remedy
Industry Keywords
IT Service Performance ManagementService Delivery MetricsProactive MonitoringSecurity ComplianceConfidentiality
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Develop, support, and maintain the IT service performance management process
- Analyze, review, and measure service-level performance against agreed Service Level Agreements (SLAs)
- Establish, implement, and enforce standards, procedures, and service levels to ensure Operational Level Agreements (OLAs) are met
- Define service delivery metrics and key performance indicators (KPIs) with business and service providers
- Create and maintain the IT service catalogue
- Evaluate and define strategies for process and procedure improvements
- Execute key Service Management Engineering project and process elements
- Conduct incident, problem, and change management activities
- Analyze service performance data to evaluate SLA compliance and identify operational improvements
- Update documentation for standards, procedures, and service levels
- Assist with service evaluation and KPI-based reporting
- Contribute recommendations for process evaluations, operational improvements, and efficiency gains
- Communicate with service providers to facilitate SLA adherence and escalate issues
- Contribute to solution development for new products and services and manage smaller projects or initiatives
- Drive project execution, milestones, dependencies, and delivery cadence
- Facilitate planning, requirements analysis, team commitments, and risk management
- Manage threat prioritization and remediation timelines to close security risks and maintain compliance
Requirements
What you’ll need- Experience and specialized knowledge in Service Management Engineering
- Ability to independently apply Service Management Engineering skills in routine and moderately complex situations
- Configuration Management
- Application Monitoring and Observability
- Workflow Management
- Release Management
- Agile Methodology
- IT Service Management, including incident, problem, and change management
- Collaboration with Development Teams
- Documentation and Communication, including system architectures, runbooks, incident reports, and post-mortems
- Threat Management, Proactive Monitoring and Improvement
- Experience with Agile methodologies such as Kanban or similar
- Experience with JIRA, Rally, or similar
- Experience with BMC Remedy or similar
- Ability to comply with Mastercard security policies and practices
- Ability to protect confidentiality and integrity of information
- Ability to report suspected security violations or breaches
- Ability to complete mandatory security training
Benefits
Comp & perks- Annual bonus or commissions may be available depending on the role
- Medical, prescription drug, dental, vision, disability, and life insurance
- Flexible spending account and health savings account
- 16 weeks of new parent leave
- Up to 20 days of bereavement leave
- 80 hours of Paid Sick and Safe Time
- 25 days of vacation time
- 5 personal days
- 10 annual paid U.S. observed holidays
- 401k with a best-in-class company match
- Deferred compensation for eligible roles
- Fitness reimbursement or on-site fitness facilities
- Tuition reimbursement eligibility
- Flexible career opportunities across disciplines and continents
- Inclusive and diverse workplace culture