Lead Site Reliability Engineer

• Plan, design and develop technical solutions and alternatives to meet business requirements in adherence with MasterCard standards, processes, and best practices
• Help to drive training and knowledge management on applications/client specifics and best practices of incident management and problem management
• Share knowledge and mentor junior resources
• Analyze ITSM activities of the platform and provide feedback loop to development teams on operational gaps or resiliency concerns
• Support services before they go live through activities such as system design consulting, capacity planning and launch reviews
• Take a holistic approach to problem solving, by connecting the dots during a production event thru the various technology stack that makes up the platform, to optimize mean time to recover
• Help to drive process improvement and increase alignment to the Mastercard BizOps guild processes and strategies
• Work with a global team spread across tech hubs in multiple geographies and time zones
• Perform system maintenance, production incident problem management, identification of root cause, remediation of the problems and on-call pager support schedule
• Liaise with the Development and Testing teams in Engineering to build out a view of upcoming deployments and their content, ensuring knowledge and training to support the deliveries and change process is embedded into the global team
• Understand business processes and production applications to troubleshoot issues and recommend short and long-term resolutions
• Ensure team follow best practices regarding ITSM standards and client data access and management
• Help to drive measurable improvements in the maintenance, operational and runtime characteristics of the application software
• Assess technological options and design offerings supporting scalable, high-performance, and highly available environments
• Collaborate with other technologists on creating cross-domain solutions
• Comprehensive knowledge of all technology teams and interactions to deliver best practice in the final deliverable to clients
• Ability to help debug and optimize code and automate routine tasks
• Experience in dealing with difficult situations and making decisions with a sense of urgency is needed

• Bachelor or master's degree in Computer Science or equivalent
• Experience leading Global support teams for applications in high volume solutions of critical infrastructure
• Systematic problem-solving approach, coupled with strong communication skills and a sense of ownership and drive
• Experience in Erlang
• Analytical/problem solving and planning skills
• The ability to organize, multi-task and prioritize work based on current business needs
• Possess strong communication skills -- both verbal and written
• Strong relationship skills, collaborative skills and customer service skills

Experience communicating with / preparing communication for external consumption