Service Management Engineer II

Overview

Handle customer work-orders and resolve issues, acting as final technical arbiter for complex or ambiguous customer issues while coordinating with internal teams to ensure a positive customer experience.

What you'll do

• Monitor and respond to incoming tickets, alerts, or calls through the designated support channels.
• Categorize and prioritize customer tickets based on urgency, severity, and impact, ensuring timely and efficient resolution.
• Provide appropriate solutions or workarounds and escalate issues to the appropriate team when needed.
• Partner with Biz Ops, CTS, and Product teams to ensure process adherence and consistency.
• Drive RCA quality standards, fix-tag accuracy, and document post-resolution learnings.
• Maintain clear and effective communication with stakeholders, providing updates on issue status and resolution progress.
• Maintain and update 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.
• Escalate critical incidents following established protocols.
• Identify repetitive, manual, and low-value operational work and own its elimination.
• Partner with automation/engineering teams to deliver self-healing, auto-triage, and alert suppression.
• Measure and report toil reduction impact (hours saved, MTTR improvement).
• Define and maintain operational metrics dashboards (inflow, backlog aging, MTTR, SLA adherence).
• Analyze trends to proactively identify systemic issues and reliability risks.
• Provide exec-ready insights and recommendations to leadership.
• Maintain accurate records of customer issues and resolutions in Mastercard ticketing platforms.
• Stay up-to-date on new products, features, and procedures to effectively support customers.
• Identify areas of toil and improve support methods to reduce the identified toil over time.
• Increase automation and tooling to reduce toil manual intervention.
• Analyze ITSM activities of the platform and provide feedback loop to relevant stakeholders on efficiency gaps and concerns.

What you'll need

• Strong Linux foundation; able to navigate and use commands while troubleshooting issues.
• Database concepts and commands: Oracle, SQL, Mongo.
• Experience with observability tools like Splunk, Dynatrace, Prometheus, or Datadog.
• Understanding of client-server relationships, network concepts, and operating system navigation.
• Understanding of TCP/IP, DNS, HTTP/S, VPNs, firewalls.
• Experience operating large-scale, customer-facing platforms.
• Ability to influence without authority across product and operations teams.
• Comfort operating in high-severity, high-ambiguity incidents.
• Proven ownership mindset for outcomes, not just tasks.
• Ability to balance short-term customer recovery with long-term reliability improvements.
• Systematic problem-solving approach, analytical skills coupled with sense of ownership.
• Interest in analyzing and troubleshooting large-scale distributed systems.
• A passion for observability, automation, and continuous improvement.
• Capability to embrace challenging opportunities while effectively contributing as a member of a diverse, geographically dispersed, and matrix-structured project team.
• Ability to balance doing things right with fixing things quickly; flexible and pragmatic while working towards improving the long-term health of the system.
• Strong verbal and written communication skills, including the ability to explain technical issues to non-technical audiences.

Nice to have

• Experience in ITSM practices with knowledge on incident management and service desk operations.
• Experience with Service Cloud / Remedy (workflow design preferred).
• Data analysis skills (Excel, SQL, dashboards) for operational analytics.
• Automation/scripting mindset (Python, shell, low-code tooling).
• Familiarity with cloud networking (AWS VPCs, Azure VNets).

Details

• Location: Pune, India.
• Corporate security responsibility: abide by Mastercard security policies, ensure confidentiality and integrity of information accessed, report suspected information security violations, and complete periodic mandatory security trainings.