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

BizOps Engineer I

Problem Management
Overview:

Mastercard is seeking a seasoned professional to lead the establishment and scaling of a comprehensive Problem Management practice. This role is pivotal in transitioning our current post-mortem culture into a proactive, enterprise-wide Problem Management framework. The ideal candidate will be a strategic thinker with deep expertise in ITIL frameworks, capable of influencing cross-functional teams, driving organizational change and outcomes, building consensus and aligning stakeholders through to execution and culture change.

Key Responsibilities:

•  Strategic Development: Design and develop a comprehensive business case for implementing a Problem Management practice, including cost-benefit analysis, resource planning, and alignment with organizational goals.
•  Framework Implementation: Establish and standardize Problem Management processes, policies, and procedures in line with ITIL best practices. Partner within the Risk organization to develop standards and controls.
•  Cultural Transformation: Lead the shift from a reactive post-mortem culture to a proactive Problem Management mindset across the enterprise.
•  Cross-Functional Collaboration: Engage with various stakeholders, including ONE (IT), Program Operations (DevOps, SRE), Software Engineering business units, and other stakeholders, to ensure seamless integration and adoption of Problem Management practices.
•  Metrics and Reporting: Develop KPIs and reporting mechanisms to measure the effectiveness of Problem Management initiatives and drive continuous improvement.
•  Training and Advocacy: Conduct training sessions and workshops to educate teams on Problem Management principles and foster a culture of continuous improvement.
All About You:

•  Bachelor’s degree in Computer Science, Information Technology, or a related field; Master’s degree preferred.
•  Minimum of 10 years of experience in IT Service Management, with at least 5 years in a leadership role focusing on Problem Management.
•  Proven track record of implementing Problem Management practices in large, complex organizations.
•  Strong understanding of ITIL frameworks; ITIL certification is a plus.
•  Excellent communication and interpersonal skills, with the ability to influence and drive change across various levels of the organization.
•  Experience in developing and delivering training programs.
•  Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. 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.

Pay Ranges

O'Fallon, Missouri: $61,000 - $102,000 USD