Title and Summary

Manager, Site Reliability Engineering

Overview:

Ethoca and Mastercard are seeking a Manager, Site Reliability Engineering, to lead globally distributed application operations teams supporting mission-critical Java applications across on-premises infrastructure and Azure public cloud environments. You will provide leadership, coaching, and technical oversight for teams operating in a 24/7 support model while partnering with Ethoca and Mastercard stakeholders to deliver secure, resilient technology solutions and drive observability, incident management, operational excellence, and continuous improvement.

The ideal candidate is customer- and employee-focused, intellectually curious, analytical, and comfortable leading through ambiguity in a fast-paced, highly secure environment.

Role:
• Lead and manage globally distributed application operations teams supporting mission-critical Java-based applications across on-premises infrastructure and Azure public cloud environments in a 24/7 support model.
• Provide strong leadership, coaching, and mentorship to application operations teams, driving employee development and a collaborative, high-performance culture.
• Provide escalation support to the team, including in-depth problem investigation and resolution of complex technical issues.
• Establish and promote sustainable incident management practices, including blameless post-incident reviews, escalation management, and continuous operational and process improvement.
• Champion application observability across logging, monitoring, and alerting through APIs and tools such as Azure Monitor, Dynatrace, Splunk, Zabbix, or similar platforms.
• Partner with Ethoca and Mastercard stakeholders to design, implement, operate, configure, and optimize secure, resilient, end-to-end technology solutions within a highly secure computing environment.
• Lead customer and regulatory audits, including PCI-DSS and SOC 2 compliance and annual disaster recovery exercises, while developing and maintaining high-quality technical documentation, procedures, and standards.
• Manage multiple concurrent projects while ensuring business-as-usual operational activities are consistently delivered.

All About You:
• Proven experience managing Azure public cloud services, Linux or Unix servers, and Java-based applications in secure, large-scale environments.
• Demonstrated technical leadership, coaching, mentorship, delegation, conflict management, and negotiation skills, with excellent written and verbal communication.
• Strong familiarity with observability and monitoring platforms such as Zabbix, Dynatrace, Splunk, Azure Monitor, or similar tools.
• Strong security and networking knowledge, including encryption, hardening, certificates, vulnerability management, PKI, SSH, VPN, and core networking concepts.
• Working knowledge of ITIL, ITSM, and operational best practices, with hands-on experience using tools such as Remedy, Jira, and Confluence.
• Strong problem-solving skills, including the ability to guide complex technical issue resolution, think quickly, and deliver effective solutions under pressure.
• Highly accountable and outcome-focused, with the ability to manage multiple initiatives, projects, and team activities in a fast-paced environment while delivering high-quality results on time.
• Proven ability to create, follow, and guide others in adhering to documented processes and procedures while staying current with emerging technologies.
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.

Preferred:
• Experience supporting highly secure, regulated, or compliance-driven environments, including customer or regulatory audits such as PCI-DSS, SOC 2, or disaster recovery exercises.
• Relevant technical certifications in Azure, cloud operations, site reliability engineering, ITIL, security, or related disciplines.

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.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.

Pay Ranges
Toronto, Canada: $121,000 - $169,000 CAD