Sr Service Management Engineer

Senior Service Management Engineer Senior Service Management Engineer, Technical Implementation, Services Technology

Overview
Technical Implementation team is part of MasterCard Services group and one of the most rapidly growing organization in the space. Services Technology Teams provides analytic software tools that enable large, consumer-focused businesses to seize the Big Data analytics opportunity by triangulating between business strategy, algorithmic math, and large databases to improve decisions.
Technical Implementation team is a core component to consulting services, managing the data acquisition, integration and transformation of client provided data within the Test & Learn platform for global engagements.

Role
The Senior Services Management Engineer will be part of the BizOps team, responsible for delivering timely and efficient ETL support. The team manages multiple ETL loads across a wide range of clients and industries, ensuring quick failure resolution to maintain high standards of project delivery.

This is a high-impact role focused on reducing average response times, improving SLAs, and driving process innovation within the team.

Key Responsibilities:
Respond promptly to ETL failure tickets and ensure timely resolution.
Collaborate with client teams to identify root causes, apply necessary fixes, and provide detailed issue summaries.
Work to minimize recurrence of known issues.
Automate repetitive or manual processes to improve efficiency.
Maintain strong stakeholder relationships by collecting and acting on feedback.
Develop innovative approaches to improve resolution times and overall SLA performance.
Manage the respective aub-teams and ensure deliverables meet client expectations.
Acts as the technical mentor for the sub-team.
Ensure timely responses to client queries and urgent requests.

All About you:
BE/BTech in a quantitative field (e.g., Computer Science, Statistics, Econometrics, Engineering, Mathematics, Operations Research). ME/MTech preferred
Excellent English quantitative, technical, and communication (oral/written) skills; is an excellent listener
Expertise with hands-on experience with RDMS technologies, preferably with Microsoft SQL Server, Databricks or PySpark with at least one scripting language (VB Script, Perl, Python)
Demonstrate excellent skills in the ability to innovate, think critically and disaggregate problems. Able to provide oversight, validation and quality control to own and teamwork product
Ability to easily move between business, data management, and technical teams; ability to quickly intuit the business use case and identify technical solutions to enable it
Able to balance multiple projects and differing project priorities
Flexible to work with global offices across several time zones