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 Shape Overview At Mastercard, we connect and power an inclusive digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Within Customer Experience (CX) Technology, Site Reliability Engineering (SRE) plays a critical role in ensuring our platforms are resilient, scalable, and reliably deliver exceptional customer outcomes. The Director, Site Reliability Engineering is a strategic people leader responsible for shaping and executing Mastercard’s reliability, resilience, and operational excellence agenda across CX Technology. This role leads a highperforming organization of people leaders and senior technologists, driving automation, incident excellence, and reliability engineering practices that support Mastercard’s global scale and availability commitments. Shape Role • Lead and develop a team of highly skilled people leaders and senior individual contributors within the CX Technology organization, fostering a culture of accountability, innovation, and continuous improvement. • Define and drive the shortterm and mediumterm strategic vision for Site Reliability Engineering, aligning reliability, scalability, and operational efficiency initiatives with broader Mastercard technology and business objectives. • Lead the design and execution of crossfunctional initiatives that improve system resilience, automate operational processes, and mature incident management, problem management, and reliability engineering practices. • Establish, evolve, and govern reliability standards, operational best practices, and control frameworks to ensure consistent adoption across engineering and delivery teams. • Partner closely with engineering, product, architecture, and business stakeholders to embed reliability requirements into system design, development, deployment, and lifecycle management processes. • Oversee major incident response and escalation efforts, ensuring rapid recovery, effective communication, and highquality root cause analysis with actionable remediation. • Promote proactive risk identification and mitigation through observability, capacity planning, resiliency testing, and automation-driven approaches. • Champion continuous improvement by leveraging operational metrics, insights, and retrospectives to drive measurable improvements in availability, stability, and customer experience. • Stay informed on industry trends, emerging technologies, and modern SRE practices, applying relevant innovations to advance Mastercard’s operational maturity. • Manage goal setting, coaching, performance management, and talent development for people leaders and senior technologists, building a strong leadership pipeline and sustaining operational excellence at scale. Shape All About You • Proven experience leading Site Reliability Engineering, Production Engineering, or largescale operations teams within complex, highly available, distributed technology environments. • Strong people leadership background, including managing managers and/or senior technical leaders, with demonstrated success building highperforming, inclusive teams. • Deep understanding of reliability engineering principles, including incident management, automation, telecom, observability, resilience engineering, capacity planning, and service lifecycle management. • Demonstrated ability to translate strategy into execution by evolving processes, pr ... (truncated, view full listing at source)