Manager Enterprise Operations

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

Manager Enterprise Operations

Role Overview
We are seeking a highly driven and technically strong Manager – Site Reliability Engineering (SRE) / Enterprise Operations to lead mission-critical cloud and platform operations across multi-cloud and hybrid environments. This role will drive reliability engineering practices, operational excellence, observability maturity, incident governance, and 24x7 enterprise support models.
The ideal candidate combines deep technical expertise with operational leadership and has experience managing globally distributed teams supporting production workloads at scale.

Key Responsibilities
1. Reliability Engineering & Production Stability
• Lead SRE practices aligned with SRE principles (SLIs, SLOs, error budgets).
• Own platform availability, performance, resiliency, and capacity management.
• Drive proactive reliability improvements through automation and root cause elimination.
• Establish and monitor service health KPIs across cloud and on-prem platforms.
2. Enterprise Operations Leadership
• Manage 24x7 Enterprise Operations (L1/L2/L3) support model across global regions.
• Lead Major Incident Management (MIM) and ensure rapid restoration of services.
• Govern incident, problem, and change management processes.
• Conduct blameless RCAs and ensure preventive actions are implemented.
3. Cloud & Platform Operations
• Oversee operations across AWS, Azure, PCF and Kubernetes-based platforms.
• Ensure strong governance of CI/CD pipelines, production deployments, and release controls.
• Implement standardized monitoring, alerting, and observability frameworks.
• Drive infrastructure-as-code, configuration management, and automation initiatives.
4. Observability & Monitoring
• Establish enterprise-wide monitoring standards using tools such as Splunk, Dynatrace, Prometheus, Grafana, etc.
• Drive alert rationalization to reduce noise and improve signal quality.
• Implement single-pane-of-glass visibility across multi-cloud environments.
5. Security & Compliance Operations
• Partner with Security teams to ensure operational compliance.
• Support vulnerability management, patch governance, and cloud security posture monitoring.
• Ensure audit readiness for production platforms.
6. Automation & Continuous Improvement
• Identify repetitive operational tasks and drive automation-first mindset.
• Improve MTTR, change failure rate, and deployment frequency.
• Drive operational maturity through SOP standardization and runbook automation.
7. People & Stakeholder Management
• Lead and mentor SRE and Enterprise Ops engineers.
• Drive skill uplift (certifications, cross-training, DevOps capabilities).
• Collaborate with Engineering, Security, and Product teams.
• Provide executive-level reporting on reliability and operational risk.

Required Qualifications
• 10–12+ years of experience in Cloud Operations / SRE / Enterprise Production Support.
• 3–5+ years in a leadership or managerial role.
• Strong experience in AWS ,Azure and/or PCF cloud environments.
• Deep understanding of Kubernetes, container orchestration, and distributed systems.
• Experience managing 24x7 support models.
• Strong background in incident management and production governance.
• Experience implementing SLO/SLI frameworks.
• Proficiency in CI/CD tools (Jenkins, GitHub Actions, Azure DevOps, etc.).
• Strong automation skills (Python, Bash, Terraform, Ansible).

Professional Certifications (Minimum 2)
• AWS Solutions Architect (Associate/Professional)
• Azure Architect / DevOps Engineer
• AWS/Azure Sysops
• AWS/Azure NW
• Certified Kubernetes Administrator (CKA)
• ITIL (preferred)

Work Schedule Requirement
This role supports mission-critical enterprise platforms operating 24x7.
The selected candidate must be willing and able to work in rotational shifts, including weekends, night shifts and on-call coverage,

Key Competencies
• Operational Excellence
• Reliability Engineering Mindset
• Crisis Leadership
• Automation-First Thinking
• Data-Driven Decision Making
• Strong Communication & Executive Reporting

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.