Manager, 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 Manager, Reliability Engineering Job Title Manager, Reliability Engineering (SMRE) – RTP International Job Description The Service Management Reliability Engineering (SMRE) team plays a critical role in ensuring the reliability, compliance, and operational excellence of Mastercard’s Real Time Payments (RTP) platforms. The team operates at the intersection of product, engineering, operations, risk, and audit, acting as a trusted operational partner across highly regulated environments. This role is essential to ensuring that RTP services transition safely from delivery into run, operate within defined service levels, and maintain a strong, audit defensible posture throughout their lifecycle. SMREs help ensure platforms meet Mastercard standards for reliability, availability, safety, and soundness while supporting continued growth and innovation across RTP markets. Role Overview SMREs are custodians of the core operational processes that underpin service delivery and compliance for the RTP International programme. The role involves people management and oversight of SMRE team members and their activities to ensure platforms are operated safely, changes are deployed with discipline, risks are actively managed, and operational artefacts remain accurate, current, and audit ready. Key Responsibilities Operational Reliability • Oversight and accountability for ensuring support of the day-to-day operational reliability of RTP International platforms. • Oversight and accountability for ensuring services are monitored effectively and operate within agreed SLOs and SLAs. • Partner with Run and Engineering teams to maintain service stability and resilience. Change, Release & Operational Readiness • Oversight and accountability for ensuring support of change and release governance, including Change Requests (CRQs). • Oversight and accountability for performing, evidence, and review production readiness and go-live checks (PLL). • Ensure operational readiness is demonstrated prior to deployment. • Support clean handover from delivery into run. Audit, Risk & Compliance • Own and maintain the RTP International audit posture across frameworks including BOMM, PCI DSS, ISO 27001, and ISAE 3000 / SOC 2. • Lead evidence gathering, validation, and auditor engagement. • Track remediation actions and ensure timely and effective closure. • Maintain accurate risk, issue, and control artefacts in systems such as Archer, TIMS, and Remedy. Documentation & Operational Artefacts • Govern and review operational artefacts, including runbooks, procedures, and control documentation. • Ensure documentation is practical, current, and audit defensible. Automation, Toil Reduction & Efficiency • Identify repetitive or manual operational activities (toil). • Support initiatives to reduce toil through automation or process improvement. • Contribute to improving operational efficiency and service maturity over time. Stakeholder Collaboration • Work closely with Engineering, SRE / Run teams, Product, Programme, Risk, Security, and TRM partners. • Communicate clearly and professionally with stakeholders across regions. • Act as a reliable operational interface between delivery and run functions. All About You Technical & Operational Experience • Strong understanding of ITSM processes (incident, change, problem). • Experience supporting production operations and service reliability. • Comfortable working with operational tooling, dashboards, and ticket ... (truncated, view full listing at source)