Manager, Site Reliability Engineering

Mastercard • Toronto, ON

2d • CA$121,000 - CA$169,000 • Remote

About The Position

Ethoca and Mastercard are seeking a Manager, Site Reliability Engineering, to lead globally distributed application operations teams supporting mission-critical Java applications across on-premises infrastructure and Azure public cloud environments. You will provide leadership, coaching, and technical oversight for teams operating in a 24/7 support model while partnering with Ethoca and Mastercard stakeholders to deliver secure, resilient technology solutions and drive observability, incident management, operational excellence, and continuous improvement. The ideal candidate is customer- and employee-focused, intellectually curious, analytical, and comfortable leading through ambiguity in a fast-paced, highly secure environment.

Requirements

• Proven experience managing Azure public cloud services, Linux or Unix servers, and Java-based applications in secure, large-scale environments.
• Demonstrated technical leadership, coaching, mentorship, delegation, conflict management, and negotiation skills, with excellent written and verbal communication.
• Strong familiarity with observability and monitoring platforms such as Zabbix, Dynatrace, Splunk, Azure Monitor, or similar tools.
• Strong security and networking knowledge, including encryption, hardening, certificates, vulnerability management, PKI, SSH, VPN, and core networking concepts.
• Working knowledge of ITIL, ITSM, and operational best practices, with hands-on experience using tools such as Remedy, Jira, and Confluence.
• Strong problem-solving skills, including the ability to guide complex technical issue resolution, think quickly, and deliver effective solutions under pressure.
• Highly accountable and outcome-focused, with the ability to manage multiple initiatives, projects, and team activities in a fast-paced environment while delivering high-quality results on time.
• Proven ability to create, follow, and guide others in adhering to documented processes and procedures while staying current with emerging technologies.
• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.

Nice To Haves

• Experience supporting highly secure, regulated, or compliance-driven environments, including customer or regulatory audits such as PCI-DSS, SOC 2, or disaster recovery exercises.
• Relevant technical certifications in Azure, cloud operations, site reliability engineering, ITIL, security, or related disciplines.

Responsibilities

• Lead and manage globally distributed application operations teams supporting mission-critical Java-based applications across on-premises infrastructure and Azure public cloud environments in a 24/7 support model.
• Provide strong leadership, coaching, and mentorship to application operations teams, driving employee development and a collaborative, high-performance culture.
• Provide escalation support to the team, including in-depth problem investigation and resolution of complex technical issues.
• Establish and promote sustainable incident management practices, including blameless post-incident reviews, escalation management, and continuous operational and process improvement.
• Champion application observability across logging, monitoring, and alerting through APIs and tools such as Azure Monitor, Dynatrace, Splunk, Zabbix, or similar platforms.
• Partner with Ethoca and Mastercard stakeholders to design, implement, operate, configure, and optimize secure, resilient, end-to-end technology solutions within a highly secure computing environment.
• Lead customer and regulatory audits, including PCI-DSS and SOC 2 compliance and annual disaster recovery exercises, while developing and maintaining high-quality technical documentation, procedures, and standards.
• Manage multiple concurrent projects while ensuring business-as-usual operational activities are consistently delivered.

Benefits

• competitive pay based on location, experience and other qualifications for the role
• may be eligible to participate in a discretionary annual incentive program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager