Director, Site Reliability Engineering

Our Purpose Mastercard 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. Title and Summary Director, Site Reliability Engineering Job Title: Customer Operations Triage and Collaboration Manager Company: Mastercard About Mastercard: At Mastercard technology, we work to connect and power an inclusive, digital economy that benefits everyone, everywhere, by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results  Technology at Mastercard: What we create today will define tomorrow. Revolutionary technologies that reshape the digital economy to be more connected and inclusive than ever before. Safer, faster, more sustainable. And we need the best people to do it. Technologists who are energized by the challenges of a truly global network. With the talent and vision to create the critical systems and products that power global commerce and connect people everywhere to the vital goods and services they need every day  About the Role:  We are looking for a dynamic and experienced Triage and Collaboration People Manager to lead a high-performing team responsible for customer tickets triage, cross-functional coordination, and operational response. This role requires a strong technical foundation, excellent leadership skills, and a passion for driving continuous improvement in ticket resolution response and collaboration workflows. This group is involved in handling customer work-orders, resolving issues, and coordinating with other teams to ensure a positive customer experience. The group on daily basis has key responsibilities of triaging incoming requests, escalating complex issues, and collaborating with internal teams like business operations, customer technical services, program and product development. See the big picture and help create and enforce standards and practices that help our customers have smooth run. Key Responsibilities: Lead, mentor, and develop a team of triage engineers and collaboration specialists. Conduct regular 1:1s, performance reviews, and career development planning. Foster a culture of accountability, empathy, and continuous learning. Oversee the triage of incoming tickets, ensuring timely categorization, prioritization, and routing. Ensure adherence to SLAs and escalation protocols. Act as an escalation point for high-severity and high-priority tickets. Champion collaboration tools and practices (e.g., Slack, Teams, Confluence) to improve communication and transparency. Define and refine triage workflows, escalation paths, and documentation standards. Analyze ticket trends and team performance metrics to identify areas for improvement. Report on KPIs and operational health to senior leadership. Maintain clear and effective communication with stakeholders, providing updates on issue status and resolution progress.  Ensure to have an updated knowledge base articles and internal documentation to improve self-service capabilities and ensure consistent information delivery.  Maintain accurate and detailed records of triaged ... (truncated, view full listing at source)