R-277587 Reliability Engineer II  

 
Overview 
• Provide 24x7x365 communication support for MasterCard’s global infrastructure; with focus on providing clear, succinct, and informative communications. 
• The position will be responsible for communicating Incident status to a myriad of audiences, including Customers, internal partners, and Executives, by working with technical partners and business contacts. 
• Provide a world class customer experience and integrate new products into existing B2B support models.  
• Do you enjoy influencing change to drive improvements to the overall customer experience and increasing situational awareness of Incidents to business?  
• Do you demonstrate strong leadership and technical competency, which allows you to translate technology expertise into effective communications? 
• Have you worked in a high ops tempo, control center environment? 
• Do you have experience orchestrating Executive-level status calls, which provide strategic and tactical updates during major Incidents? 
•This position is responsible for change management including review, approval, reject different types of changes. 
 
Role 
• Leverage available communication tools and processes to generate and tailor notifications to respective audiences.  
• Effectively support the IT Service Management (ITSM) Incident Management process with effective internal and external communication. 
• Regularly interact with Customers and internal partners.  
 
 
All About You 
• Associate’s Degree or equivalent work experience. 
• Have the proven ability to collaborate with others in support of products, processes, and problem resolution.  
• Candidates should display superior customer service skills. 
• Preferred candidates should have knowledge of the payments model, including Authorization, Clearing, and Settlement; additionally, the aptitude to learn any new products and technology MasterCard may offer in the future.  
• Proven experience with driving process improvement, product Integration, industrialization of a global support model, and quality. 
• Ability to interact with Customers, technical teams, and various levels of leadership, to articulate key performance indicators and action plans. 
• Possess excellent interpersonal skills, and written & verbal communication skills.