Service Management Engineer I

Mastercard is hiring a Service Management Engineer I in Pune.

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Service Management Engineer I

Responsibilities

• Monitor and respond to incoming tickets, alerts, or calls through the designated support channels.
• Categorize and prioritize customer tickets based on urgency, severity, and impact, ensuring timely and efficient resolution.
• Provide appropriate solutions or workarounds and escalate issues to the appropriate team when needed.
• Work closely with other teams (CTS, Biz Ops , product development) to gather information, understand complex issues, and develop comprehensive solutions.
• Maintain clear and effective communication with stakeholders, providing updates on issue status and resolution progress.
• Maintain and update knowledge base articles and internal documentation to improve self-service capabilities and ensure consistent information delivery.
• Maintain accurate and detailed records of triaged issues in the ticketing system.
• Escalate critical incidents following established protocols.
• Contribute to documentation and continuous improvement of triage processes.
• Identify and propose process improvements to streamline triage and collaboration workflows, enhancing efficiency and customer satisfaction.

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• Track and analyze key performance indicators (KPIs) related to triage efficiency, issue resolution time, and customer satisfaction.
• Maintain accurate records of customer issues and resolutions in Mastercard ticketing platforms.
• Stay up-to-date on new products, features, and procedures to effectively support customers
• Identify areas of toil and improve support methods to reduce the identified toil over time.
• Increase automation and tooling to reduce toil manual intervention

About Mastercard

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