MasterCard Director, ITSM Process Engineering in O'Fallon, Missouri

Who is Mastercard?

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Director, ITSM Process Engineering


The role of business operations is to be the production readiness steward for the platform, by managing, mitigating, or elevating awareness of the business risk of all customer interactions with Mastercard€™s technology platforms.

We accomplish this by linking every technology recommendation with a business value, continuously monitoring platform health indicators, and elevating awareness when one of our main objectives is at risk

Proactively manage production and change activities to maximize customer experience


This role will be responsible for the team of process engineers working to support the installation of a new ITSM product and maintain the very high standards we have when it comes to incident, problems, change, asset and SRQ across the organization.

interact with peers across O&T and GP&S in order to coordinate and enforce change management procedures for responsible platforms.

Responsible for implementing and ensuring the operational readiness of the Remedy platform.

Leads the change, incident and problem management processes for the company, adhering to defined procedures in order to drive down customer impacting events.

Develops and enforces governance of the Mastercard priority model when it comes to incidents, as well as processes for incident, change and problems.

Leads reporting efforts for the various programs across Mastercard when it comes to incident reduction.


Experience working in an ITSM-focused organization, adhering to ITIL standards.

Successful track record implementing change and incident systems, as well as governance of these systems.

Experience in working across teams on change and incident management in adherence to a pre-defined priority model and industry best practices.

Experience with defining and delivering on long-term strategies.

Experience managing local and global resources.

Track record of financial and process efficiencies.

Experience in dealing with difficult situations and making decisions with a sense of urgency.

Identifying and communicating risks proactively that can prevent incidents for all lines of business.

Mastercard is an inclusive Equal Employment 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.€‹
Requisition ID: R-66708