Service Management Engineer I

Mastercard
Pune
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Systematic problem-solving","Analytical skills","Sense of ownership","Communication","Continuous improvement"]

Handle customer work-orders by monitoring and responding to incoming tickets, alerts, and calls. Triage and prioritize issues by urgency and impact, provide solutions or workarounds, and escalate complex or critical incidents using established protocols. Collaborate with CTS, business operations, and product development teams to diagnose problems, maintain knowledge base documentation, track KPIs, and continuously improve ITSM triage and workflows in a large corporate environment.

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FursaFursa
Mastercard
Mastercard
6 days ago

Service Management Engineer I

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Handle customer work-orders by monitoring and responding to incoming tickets, alerts, and calls. Triage and prioritize issues by urgency and impact, provide solutions or workarounds, and escalate complex or critical incidents using established protocols. Collaborate with CTS, business operations, and product development teams to diagnose problems, maintain knowledge base documentation, track KPIs, and continuously improve ITSM triage and workflows in a large corporate environment.
Location: Pune
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Monitor and respond to incoming tickets, alerts, or calls through designated support channels.
  • •Categorize and prioritize customer tickets by urgency, severity, and impact to ensure timely resolution.
  • •Provide solutions or workarounds and escalate issues to the appropriate teams when needed.
  • •Coordinate with internal teams (CTS, Biz Ops, product development) to gather context, resolve complex issues, and communicate progress to stakeholders.
  • •Maintain and update knowledge base/internal documentation, keep accurate ticketing records, track KPIs, and propose improvements to streamline triage and collaboration workflows.

Key Requirements

  • •Strong Linux fundamentals with hands-on ability to navigate commands while troubleshooting issues.
  • •Database concepts and commands, including Oracle, SQL, and Mongo.
  • •Experience with observability tools such as Splunk, Dynatrace, Prometheus, or Datadog.
  • •Working knowledge of ITSM practices, including incident management and service desk operations.
  • •Understanding of ticketing systems/workflows and core networking concepts (TCP/IP, DNS, HTTP/S, VPNs, firewalls).
Skills:Systematic problem-solvingAnalytical skillsSense of ownershipCommunicationContinuous improvement
Tech Stack:LinuxOracleSQLMongoSplunkDynatracePrometheusDatadogITSMIncident managementService deskTicketing systemTCP/IPDNSHTTP/SVPNsFirewallsAWS VPCsAzure VNets

Company Brief

Mastercard
Mastercard is a global payments and technology company that processes transactions, provides fraud prevention and data services, and builds payment infrastructure for consumers, businesses, merchants and governments across 200+ countries.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Purchase, New York, United States
Founded: 1966
Glassdoor
Glassdoor: 4.1
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