Director, Site Reliability Engineering

Role Overview

• Lead and develop a team of highly skilled people leaders and senior individual contributors within the CX Technology organization, fostering a culture of accountability, innovation, and continuous improvement
• Define and drive the short-term and medium-term strategic vision for Site Reliability Engineering, aligning reliability, scalability, and operational efficiency initiatives with broader Mastercard technology and business objectives
• Lead the design and execution of cross-functional initiatives that improve system resilience, automate operational processes, and mature incident management, problem management, and reliability engineering practices
• Establish, evolve, and govern reliability standards, operational best practices, and control frameworks to ensure consistent adoption across engineering and delivery teams
• Partner closely with engineering, product, architecture, and business stakeholders to embed reliability requirements into system design, development, deployment, and lifecycle management processes
• Oversee major incident response and escalation efforts, ensuring rapid recovery, effective communication, and high-quality root cause analysis with actionable remediation
• Promote proactive risk identification and mitigation through observability, capacity planning, resiliency testing, and automation-driven approaches
• Champion continuous improvement by leveraging operational metrics, insights, and retrospectives to drive measurable improvements in availability, stability, and customer experience
• Stay informed on industry trends, emerging technologies, and modern SRE practices, applying relevant innovations to advance Mastercard’s operational maturity
• Manage goal setting, coaching, performance management, and talent development for people leaders and senior technologists, building a strong leadership pipeline and sustaining operational excellence at scale.

Requirements

• Proven experience leading Site Reliability Engineering, Production Engineering, or large-scale operations teams within complex, highly available, distributed technology environments
• Strong people leadership background, including managing managers and/or senior technical leaders, with demonstrated success building high-performing, inclusive teams
• Deep understanding of reliability engineering principles, including incident management, automation, telecom, observability, resilience engineering, capacity planning, and service lifecycle management
• Demonstrated ability to translate strategy into execution by evolving processes, programs, and policies to drive meaningful and measurable operational improvements
• Experience partnering across engineering, product, and business functions to influence design decisions and embed reliability throughout the development lifecycle
• Strong analytical and problem-solving skills, with a track record of driving root cause analysis and long-term corrective actions
• Excellent communication and stakeholder management skills, with the ability to lead through influence at senior and executive levels
• Passion for continuous improvement, operational discipline, and leveraging technology to reduce toil and improve system outcomes at scale
• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience; advanced degree preferred.

Benefits

• 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
• Complete all periodic mandatory security trainings