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Mastercard · 2 weeks ago

Director, Enterprise Operations - Network Site Reliability Engineering

O'Fallon, MO

Full-time

Onsite

Mid, Senior Level

$152K/yr - $258K/yr

5+ years exp

Mastercard is a global technology company in the payments industry. They are seeking a Director of Network Site Reliability Engineering to lead global operations and ensure optimal network performance, incident management, and stakeholder communication.

FinanceFinancial ServicesInformation TechnologyPayments

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Take ownership of major network incidents (e.g., outages, degradations)

Act as the single point of control during high-priority or crisis situations

Drive the incident response process across multiple teams (NOC, engineering, vendors, etc.)

Ensure all incident participants are aligned on roles, responsibilities, and actions

Focus on minimizing Mean Time to Repair (MTTR)

Ensure implementation of workarounds or mitigations to restore services as quickly as possible

Lead technical bridge calls or war rooms to troubleshoot and resolve issues in real time

Provide real-time updates to internal stakeholders (senior leadership, operations, customer care)

Escalate critical issues to executive management as needed

Coordinate external communications (e.g., customer updates, regulatory bodies) when required

Ensure all incident activities, timelines, and decisions are documented accurately

Deliver detailed post-incident reports (PIRs) and root cause analyses (RCAs)

Track actions and lessons learned from incidents to improve future responses

Monitor patterns in network incidents and identify recurring issues

Recommend and drive preventive measures or systemic fixes with engineering teams

Improve incident detection and response processes

Maintain and refine incident management procedures, playbooks, and escalation paths

Ensure teams are trained on incident response protocols

Conduct simulated incident drills to test response effectiveness and readiness

Utilize and oversee tools used for incident detection, alerting, and tracking (e.g., ServiceNow, PagerDuty, Netcool, etc.)

Ensure that monitoring systems are correctly configured to trigger timely alerts for critical events

Coordinate with external vendors, third parties, or partners when incidents impact shared infrastructure or services

Manage contractual SLAs and ensure accountability for third-party incident responses

Ensure incident handling aligns with internal policies and regulatory requirements (e.g., telecom regulations, security frameworks)

Participate in audits and provide evidence of incident management compliance when required

Qualification

Network operations leadershipIncident management expertiseCrisis leadershipITIL processesNetwork infrastructure knowledgeIncident management toolsAnalytical skillsCoordination skillsCommunication skills

Required

Degree in Computer Science, Information Technology, or related field

Advanced experience in network operations, with at least 5 years in a leadership role

Strong understanding of network infrastructure and technologies

Excellent crisis leadership and decision-making under pressure

Outstanding communication and coordination skills

Excellent leadership, communication, and analytical skills

Willingness to work in a shift-based environment, including nights, weekends, and holidays as required

Preferred

Master's degree in Computer Science, Information Technology, or related field

Experience with ITIL processes, especially Incident and Problem Management

Familiarity with incident management tools and dashboards

Benefits

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

Company

Mastercard

Glassdoor4.2

Mastercard is a financial network that processes payments between banks and cardholders.

Founded in 1966

Purchase, New York, USA

10001+ employees

http://www.mastercard.com

H1B Sponsorship

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