Cuauhtemoc, Mexico City
Job Summary
The Real Time Payments International team is looking for a Site Reliability Engineer (SRE) to drive application deployment readiness, manage day-to-day operational stability and support the reliability of critical payment platforms by implementing automation, leverage best practices and work with a high ‑ impact team responsible for driving production readiness, reliability, and DevOps automation across Mastercard platforms.
This role plays a key part in incident management, change readiness, and platform operations, while contributing to continuous improvement initiatives.
Key Responsibilities
Platform Operations & Stability
Support end-to-end availability, monitoring, and performance of critical payment platforms.
Execute operational processes to ensure platform health and stability.
Participate in capacity checks, readiness validations, and environment monitoring.
Incident Management & Execution
Actively manage and coordinate incident triage and resolution.
Serve as incident commander driving medium to high-severity incidents.
Ensure timely updates, accurate impact assessment, and appropriate escalation.
Contribute to root cause analysis with clear identification of actions and ownership.
Change & Release Support
Participate in highlighting gaps and defining test cases required for a change in lower environments and validate lower environment test completeness.
Ensure adherence to change governance processes (test case reviews, checklists, approvals, rollback readiness).
Engage in creating change plans and support execution of production changes, deployments, and validations.
Technical Troubleshooting
Perform hands-on troubleshooting across:
Application behaviour and dependencies.
Infrastructure components (compute, network, storage).
Database and performance issues.
Collaborate with engineering, infrastructure and other technical teams to isolate and resolve issues efficiently.
Monitoring & Observability
Improve system health monitoring using observability tools and alerts.
Identify gaps in alerting and contribute to improving quality of alerting and dashboards.
Ensure proactive detection of anomalies using observability tools.
Automation & Process Improvement
Contribute to automation initiatives to reduce toil and errors.
Identify repetitive operational tasks and drive improvements.
Support implementation of DevOps best practices.
Leverage AI-driven tools to improve monitoring, incident detection, and operational efficiency, enabling faster troubleshooting and reduced manual effort in day-to-day operations.
Stakeholder Coordination
Work closely with engineering, program teams, and external partners during incidents and changes.
Provide structured updates to stakeholders with clarity and consistency.
Ensure alignment during critical activities.
Risk Identification
Highlight operational and platform risks including test coverage gaps, infrastructure constraints, dependency risks.
Escalate issues proactively and support mitigation tracking.
Team Contribution & Mentorship
Support onboarding and guidance of junior team members.
Contribute to runbooks, documentation, and knowledge sharing.
Drive consistency in execution and adherence to operational standards.
Success in This Role Looks Like:
Deep Operational Ownership (“Built to Run” Mindset)
A successful Lead SRE Engineer is fully accountable for the operational health of their program, not just responsive to incidents.
Monitoring, alerting, and dashboards that reflect real customer impact.
Emergency response and incident leadership, including clear communications and post-incident follow ‑ ups.
Capacity planning and readiness aligned with product and business growth.
Change management discipline, ensuring safe, compliant releases.
2.Strong Technical & System-Level Understanding
A Lead SRE Engineer is expected to operate at system dependency level, not just ticket or tool level.
Have a strong understanding of application business logic and workflows.
Have a clear grasp of upstream/downstream dependencies.
Expertise in observability (alerts, dashboards, synthetic monitoring).
Ability to drive automation to reduce manual toil and recurring issues.
End to End ownership of tasks and activities.
3. Incident Leadership & Decision-Making Under Pressure
Beyond technical skill, Leads are distinguished by how they lead during high ‑ severity situations.
Takes command of major incidents, not waiting to be asked.
Maintains calm, structured communication with engineering, product, and leadership.
Balances speed vs risk in decision-making.
Ensures clear ownership of actions, timelines, and follow ‑ ups.
Drives root cause analysis and systemic fixes, not just recovery.
4. Proactive Risk & Reliability Engineering
A successful Lead SRE prevents incidents more than fight them.
Identifies systemic risks before they become outages.
Pushes for design, monitoring, or process improvements.
Challenges “tribal knowledge” by insisting on documentation and runbooks.
Drives improvements aligned with operational maturity models.
5. Leadership Without Formal Authority
Lead SRE Engineers often lead without being people managers, which requires strong influence skills.
Mentors and coaches senior and mid-level SRE’s.
Sets the technical and behavioural bar for the team.
Gives clear, constructive feedback.
Acts as a role model for ownership, urgency, and professionalism.
Builds trust with Engineering, Product, and Platform teams.
Flexibile in terms of working hours where needed.
6. Excellent Cross ‑ Functional Communication
SRE Leads sit at the intersection of technology, operations, and business.
Translating technical issues into business impact to communicate clearly with senior stakeholders during incidents.
Setting expectations early and transparently with junior team members.
Represents SRE confidently in planning, reviews, and retrospectives,
Ensuring post ‑ incident learnings are shared and acted upon.
7. Continuous Learning & Product Mastery
A Lead SRE Engineer is expected to continuously deepen product and platform knowledge.
Actively closing knowledge gaps in their program by driving learning within the team.
Staying current with platform changes, dependencies, and risks.
Ensuring knowledge is documented and reusable, not person ‑ dependent.
Skill Requirements
Need staff at L7 and L8 level ; India and Dublin shift (7 am to 3 pm and 3 to 11pm)
o The skillset is purely for Prod support (ITSM process experience), with SRE mindset (problem solving skills)
o Good Communication skills – as there is need to resolve the issues by collaborating across different teams
o Need basic Shell scripting knowledge
o Need DB skills (Joins and queries to analyse data)
o Need Splunk and Dynatrace knowledge - querying and graph creation for analysis and problem solving
o Tech stack in app landscape: Jenkins, AWS, Pivotal Cloud Foundry (PCF), Postgres, Oracle, Casandra, Kafka, Amazon Cloudwatch
o Applications are related to Authorization and Clearing ; domain knowledge would be a plus but not mandatory.
Other Requirements
1.Relevant certifications in Site Reliability Engineering (SRE) or Cloud Services are a plus.
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