{"id":3484680,"url":"https://alion.io/job/mastercard-lead-service-management-engineer","title":"Lead Service Management Engineer","company":{"id":252,"name":"Mastercard","domain":"mastercard.com","url":"https://alion.io/company/mastercard","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":87,"open_postings":189,"ghost_share":0.016,"stale_share":0.423,"repost_share":0.079,"time_to_fill_p50_days":27,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["O'Fallon, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":122000,"max":207000,"currency":"USD","period":"year","gross":null,"usd_annual":207000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CI/CD","optional":false},{"name":"Domo","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Scrum","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SOC 2","optional":false}],"status":"live","first_seen_at":"2026-10-29T21:23:24Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-01T10:15:32Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Our Purpose\nMastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.\nTitle and Summary\nLead Service Management EngineerOverview:The Lead Service Management Engineer drives end-to-end delivery and operational excellence across Run (ITSM/Remedy), Build (Jira-based project delivery), and Reliability (SRE) workstreams. This role standardizes intake and governance, improves service health through metrics and root-cause analysis, and partners with engineering, product, infrastructure, and BizOps to deliver secure, compliant, and resilient systems.\nKey Responsibilities:\nRun: IT Service Management (ITSM - Remedy)\nOwn and standardize ITSM intake and governance across Incident (INC), Problem (PBI), Work Order (WO), and Change (CHG) modules; ensure all work is captured, categorized, and traceable.\nDefine and enforce Incident/Problem/Change standards, workflows, and operating cadences; publish and maintain a standard Jira/ITSM template as applicable.\nEstablish and report on service performance: SLA/SLO/KPI definitions, dashboards, and executive-ready status reporting; identify gaps and lead corrective actions.\nAnalyze recurring incidents/WOs/problems and high-risk changes; drive root-cause analysis, remediation plans, and prevention mechanisms.\nBuild and maintain operational reporting and dashboards (e.g., DOMO) to support trend analysis and decision-making.\nRun: Governance, Documentation, and Compliance\nOwn and continuously improve operational documentation: Standard Operating Procedures (SOPs), guild standards, playbooks, and runbooks; drive periodic reviews and validation.\nManage and keep current the service catalog and CMDB to ensure accurate service ownership, dependencies, and operational readiness.\nCoordinate required and role-based training (e.g., badge training, federated training, program skill training, BizOps skill training) and ensure completion and auditability.\nLead and track security and compliance obligations including PCI, SOX, SOC1/SOC2, access reviews, internal audits, vulnerability/issue/risk/exception tracking, certificate renewals, security mandates, risk registry (DRO), patching schedules, and BOMM-related controls.\nBuild: Project Delivery (Jira)\nBuild and maintain standard Jira templates and workflows to support consistent intake, planning, execution, and reporting across programs and teams.\nDrive PI process execution and facilitation: scrum ceremonies, kickoff, intake, retrospectives, demos, customer onboarding, and product design reviews.\nCoordinate release activities and readiness documentation (e.g., PLL, TAD creation, SOAR/operational resiliency reviews, peer reviews, and implementation plan reviews).\nOwn BizOps acceptance criteria for stories/features to verify standards and prevent operational or compliance gaps from entering production.\nCapture and manage BizOps workstream requirements and program objectives; maintain transparent backlogs and delivery plans.\nAudit and track BOMM MLRs not completed; establish actionable backlog items and follow through to closure.\nReliability: Site Reliability Engineering (SRE) Enablement\nPartner with SRE and engineering to reduce toil, improve capacity planning, and drive performance tuning and testing scenarios.\nImprove observability (logging, monitoring, dashboards): create proactive monitors/alerts with attached playbooks and SOPs; validate and tune existing alerts to reduce noise.\nDeliver operational readiness via enablement and training (e.g., L1 monitoring/alerts, tool skill training) and by standardizing monitoring/runbook expectations.\n• Support continuous delivery improvements: deployment automation with validation, improved change success (reduce rollbacks/fail-forward due to designMastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact  and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.\nCorporate Security Responsibility\nAll activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:\nAbide by Mastercard’s security policies and practices;\n\nEnsure the confidentiality and integrity of the information being accessed;\n\nReport any suspected information security violation or breach, and\n\nComplete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.\n\nIn line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 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; and many more. Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.\n\nTHIS POSTING RELECTS ONE OR MORE CURRENT VACANCIES ON OUR TEAM, AND MASTERCARD INTENDS TO FILL THIS POSITION BY 01/27/2027. If the fill date has passed, Mastercard intends to fill this position as soon as possible.\n\nPay Ranges\nO'Fallon, Missouri: $122,000 - $207,000 USD","description_format":"text","description_chars":6962,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-29T21:23:24Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 110 · green card filings: 139","filings_12m":110,"filings_prev_12m":161,"green_card_filings_12m":139,"median_offered_wage_usd":137520,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":27,"reasons":["conf:7","velocity","win:early","comp:brand"],"computed_at":"2026-11-01T06:10:25Z"},"pay":{"stated_usd_annual":207000,"is_top_pay":true},"html_url":"https://alion.io/job/mastercard-lead-service-management-engineer","json_url":"https://alion.io/job/mastercard-lead-service-management-engineer.json","meta":{"generated_at":"2026-11-01T18:43:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28608,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":252},"rest":"https://alion.io/mcp/rest/get_company?id=252"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmastercard-lead-service-management-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmastercard-lead-service-management-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmastercard-lead-service-management-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mastercard-lead-service-management-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmastercard-lead-service-management-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3484680}},{"tool":"search_jobs","arguments":{"company":"mastercard.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3484680},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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