Site Reliability Engineer I

About the position

The Transaction Switching (Authorization) Business Operations (Biz Ops) team is seeking a Service Management Reliability Engineer (SMRE). The role of the Business Operations Organization is to be the production readiness steward for Mastercard products. As a Biz Ops SMRE, we are responsible for assuring highly reliable service functionality by creating and maintaining service management strategies, tools, and service-level objectives to deliver reliable, zero-touch solutions for application and infrastructure products and services. We see the big picture and help create and enforce operations standards while facilitating an agile and learning culture. SMREs primarily support the development of documentation, analysis, and improvement of processes and strategies, enabling program teams to realize goals of proactive engagement in the development lifecycle, thought leadership within service management strategies, reliability of tools and service level objectives, and automated solutions. We help program teams adhere to regulatory, and risk compliance to policy and are often involved in federated roles such as change, incident, problem, or service request managers, communication leads, process leads, program managers, and/or others. Ultimately, the role of Business Operations is to align Product and Customer-focused priorities with Operational needs by providing continuous feedback throughout the lifecycle.

Responsibilities

• Create and maintain service management strategies, tools, and service-level objectives.
• Assure highly reliable service functionality.
• Support the development of documentation, analysis, and improvement of processes and strategies.
• Enable program teams to realize goals of proactive engagement in the development lifecycle.
• Provide continuous feedback to development teams on operational gaps or resiliency concerns.
• Monitor operational team objectives to ensure teams are achieving the set goals.
• Create and monitor team resources to ensure adequate documentation exists to support guild requirements.

Requirements

• Bachelor’s degree in information systems, Information Technology, Computer Science, Engineering, or equivalent work experience.
• Experience in a SRE role or related field.
• Experience in working across development, operations, and product teams to prioritize needs and build relationships.
• Experience in production support environments and with ITIL processes.
• Ability to analyze Information Technology Service Management (ITSM) activities.
• Knowledge of incident, change, and knowledge management space.
• Knowledge of Information Technology Asset Management (ITAM) practices.
• Knowledge of DevOps and observability techniques.
• Experience creating release-specific deployment criteria.
• Support of Mastercard controls through a partnership with auditors.

Nice-to-haves

• Curiosity to ask the right questions to identify the root cause.
• Critical thinking across problems and relationships.
• Risk awareness associated with the program(s) supported.
• Ability to integrate theory and principles with organizational practices.
• Demonstrates an intermediate knowledge of a program or set of services.
• Provides guidance to less experienced team members.
• Appetite for change and pushing the boundaries of automation.
• Systematic problem-solving approach.
• Interest in working with large-scale distributed systems.

Benefits

• Insurance (including medical, prescription drug, dental, vision, disability, life insurance).
• Flexible spending account and health savings account.
• Paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave).
• 10 annual paid sick days.
• 10 or more annual paid vacation days based on level.
• 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.
• Eligibility for tuition reimbursement.
• Gender-inclusive benefits.