Service Management Reliability Engineer Job Listing at Mastercard in Harrogate, England (Job ID R-249328)

Description

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

Service Management Reliability Engineer The Service Management Reliability Engineer (SMRE) role is a key contributor within the operational organisation, demonstrating broad business knowledge, technical proficiency, and leadership across FCS A2AR Services.

The position provides direction and guidance, ensuring the delivery of high-quality services to FCS A2AR Services customers and Services Stakeholders. The SMRE will ensure that FCS A2AR Services adhere to expected policy and process with key alignment across multiple facets of the wider MA Operational process and Teams

The SMRE will collaborate closely with peers across FCS A2AR Services, including but not limited to; FCS A2AR Engineering, FCS A2AR Product Operations, GCC, CTS, FCS DevOps, ONE and any appropriate 3rd parties, Regional and Global Product Managers, to ensure service requirements and potential risks are identified, understood, managed, and responses delivered effectively and efficiently to the Business:

The primary responsibility of the SMRE is to ensure that appropriate; service availability, suitability, supportability and quality is delivered to our customers.

The SMRE will be accountable, responsible, and consulted on the following:
Operation
Federated Problem Management
• Accountable for the delivery of Problem Management for FCS A2AR Services, from seeking trends within Incident Management that may be problems to managing initial priority assessment to ensuring the allocation of appropriate resources to evaluating the success of root cause fixes.
Strategy
• Support the development of new business opportunities that meet the business and customer needs, ensuring the commercial basis is fully understood and delivered to.
• Proactively participates in the development and delivery of the company's business and services in conjunction with the product development function.
Design
• Consulted on the design of the service management processes that the SMRE are accountable for.
• Consulted on the design of business processes for existing and new products, ensuring alignment with MA process, Policy and industry best practice.
• To analyse, monitor and improve the availability of FCS A2AR Services to ensure that they are appropriate for the agreed availability targets.
• Ensure that operational risk assessments are carried out where necessary, evaluated in respect of the current risk appetite of the business unit and that learning points from these are identified and mitigating actions are implemented in a timely fashion.
Service Level Management
• Consulted on the negotiation of service levels with the customers.
• Defining KPIs and monitoring the service performance against them to identify service trends and service improvements.
• Ensuring appropriate and consistent reporting capabilities are included in requirements for services
Service Continuity Management
• To define the management of the recovery of the services when affected by a disaster or event of large impact upon the business and be responsible for the actions defined in respect of Service Delivery Management.
• Ensures that regular business continuity trials are conducted to ensure ongoing contract compliance
Compliance Management
• To ensure services are maintained compliant to any relevant governance requirements. Acts as the lead service delivery contact for annual audits.
• Ensures that agreed audit actions are actively responded to within agreed appropriate timelines according to exposure/risk.
• Consulted on the scheduling, control and deployment of releases and responsible for defining and agreeing the Service Delivery acceptance into service criteria. Takes a lead role in ensuring that operational process is not adversely impacted by such releases.
Change management and evaluation
• Accountable for the evaluation of changes to ensure that the plans for change mitigate the risk of unintended effects and to ensure that the day-to-day proposition associated with delivering secure, reliable, and resilient services are not compromised.
Knowledge Management
• Maintain awareness and focus within Operational and Support teams regarding the state of health, the risk position and appetite and the business dynamic relating to the services.
Continuous Service Improvement
Service Review
• To lead in regular reviews of service exceptions (Incident, Problems and Change) with process owners, technical groups and client facing groups with the objective of identifying service risks and priorities.
• Conducting service reviews with shared services units where necessary.
• Ensures that ongoing ways of working are regularly reviewed for both efficiency and risk.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard's security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

 Apply on company website