Lead Service Management Engineer

Mastercard•O'fallon, MO

1d•Hybrid

About The Position

The Lead IT Service Management Engineer plays a critical role in supporting and maturing Incident Management practices across ONE (Operations, Network, & Employee Digital Experience). The Lead will partner closely with ITSM Process Owners, engineering teams, operational support groups, and business stakeholders to ensure ITSM processes are well-defined, effectively adopted, and optimized through data-driven insights. The Lead Process Engineer is a liaison between BizOps and ONE to effectively align all ONE programs to the Enterprise IT-Incident Management processes and activities. This will include communicating, governing, and continuously improving the enterprise-wide Incident Management framework within our ONE Programs to ensure rapid, consistent, and high-quality response to service disruptions within these programs. The individual in this role will analyze end-to-end incident lifecycle performance, develop metrics and KPIs, and partner with technical teams to reduce MTTM/MTTD and improve system reliability. They will lead major incident response process improvements, coordinate readiness activities, and architect scalable practices that enhance communication, root-cause transparency, and cross-team collaboration. This role acts as a bridge between strategy, process governance, tooling, and operational execution.

Requirements

3–5+ years of experience in IT Service Management, technical operations, or related fields
Working knowledge of ITIL frameworks and ITSM best practices
Experience with ITSM platforms (Remedy, Jira Service Management, BMC, or equivalent)
Familiar with a Federated ITSM Support Model
Process-oriented mindset with experience designing, improving, or governing operational workflows
Strong organizational skills with the ability to manage multiple initiatives and priorities
Excellent written and verbal communication skills
Analytical mindset with the ability to identify trends, root causes, and optimization opportunities
Ability to operate effectively in hybrid environments spanning cloud and on-premises systems

Nice To Haves

ITIL 4 preferred
DOMO or Power BI experience preferred

Responsibilities

Support and mature Incident Management practices across ONE (Operations, Network, & Employee Digital Experience)
Partner closely with ITSM Process Owners, engineering teams, operational support groups, and business stakeholders to ensure ITSM processes are well-defined, effectively adopted, and optimized through data-driven insights
Act as a liaison between BizOps and ONE to effectively align all ONE programs to the Enterprise IT-Incident Management processes and activities
Communicate, govern, and continuously improve the enterprise-wide Incident Management framework within ONE Programs to ensure rapid, consistent, and high-quality response to service disruptions
Analyze end-to-end incident lifecycle performance
Develop metrics and KPIs
Partner with technical teams to reduce MTTM/MTTD and improve system reliability
Lead major incident response process improvements
Coordinate readiness activities
Architect scalable practices that enhance communication, root-cause transparency, and cross-team collaboration
Act as a bridge between strategy, process governance, tooling, and operational execution

Benefits

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
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