Director, Site Reliability Engineering

Mastercard • O’Fallon, MO

5d

About The Position

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. This 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.

Requirements

• Understanding of Linux and process of troubleshooting issues
• Understanding of Database concepts (Oracle, SQL, Mongo)
• Understanding of observability and purpose of tools like Splunk, Dynatrace, Prometheus, or Datadog.
• Experience in ITSM practices with knowledge on incident management and service desk operations will be good
• Understanding of Ticketing system and workflows in a large corporate setting.
• Experience in using reporting tools like Domo; Project management tool like Jira; Documentation, communication and collaboration tool like Confluence is a must
• Experience managing distributed or remote teams.
• 2+ years of experience in a people management or team lead role.
• Critical thinking skills and a proactive approach to problem-solving.
• Capability to embrace challenging opportunities, while effectively contributing as a member of a diverse, geographically dispersed, and matrix-structured project team
• Balances swift issue resolution with long-term process improvement, demonstrating flexibility and a pragmatic approach to team and workflow health.
• Strong verbal and written communication skills, including the ability to explain technical issues to non-technical audiences.
• Excellent in conflict resolution and stakeholder management skills.
• Comfortable collaborating with cross-functional teams to ensure that expected system behavior is understood, and monitoring exists to detect anomalies

Nice To Haves

• ITIL or PMP certifications would be added advantage

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 issues in the ticketing system.
• Drive initiatives on process improvements to streamline triage and collaboration workflows, enhancing efficiency and customer satisfaction.
• Identify toils and submit with clear ownership and expected benefit

Benefits

• Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more.
• Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed