> Markdown version of [/jobs/ext/44850-director-site-reliability-engineering](https://www.wearedevelopers.com/jobs/ext/44850-director-site-reliability-engineering). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director, Site Reliability Engineering - **Company:** Mastercard - **Location:** O'Fallon, MO, United States - **Experience:** Experienced - **Salary:** $152,000.0 - $258,000.0 - **Contract:** Permanent contract - **Skills:** Confluence, JIRA, Software Documentation, Collaborative Software, Cyber Security, Database Theory, Linux, Issue Tracking Systems, Project Management Software, MongoDB, Oracle (Applications), Reliability Engineering, Prometheus, SQL Databases, Datadog, Tools for Reporting, Domo, Splunk, Dynatrace - **Published:** May 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=061682a4604e7dd8 ## About the Role Understanding of observability and purpose of tools like Splunk, Dynatrace, Prometheus, or Datadog. Experience in ITSM practices with knowledge on incident management and service desk operations will be good Understanding of Ticketing system and workflows in a large corporate setting. Experience in using reporting tools like Domo; Project management tool like Jira; Documentation, communication and collaboration tool like Confluence is a must Required General Skills: Experience managing distributed or remote teams. 2+ years of experience in a people management or team lead role. Critical thinking skills and a proactive approach to problem-solving. Capability to embrace challenging opportunities, while effectively contributing as a member of a diverse, geographically dispersed, and matrix-structured project team Balances swift issue resolution with long-term process improvement, demonstrating flexibility and a pragmatic approach to team and workflow health. Strong verbal and written communication skills, including the ability to explain technical issues to non-technical audiences. Excellent in conflict resolution and stakeholder management skills. Comfortable collaborating with cross-functional teams to ensure that expected system behavior is understood, and monitoring exists to detect anomalies ITIL or PMP certifications would be added advantage ## Description We are looking for a dynamic and experienced Triage and Collaboration People Manager to lead a high-performing team responsible for customer tickets triage, cross-functional coordination, and operational response. This role requires a strong technical foundation, excellent leadership skills, and a passion for driving continuous improvement in ticket resolution response and collaboration workflows. This group is involved in handling customer work-orders, resolving issues, and coordinating with other teams to ensure a positive customer experience. The group on daily basis has key responsibilities of triaging incoming requests, escalating complex issues, and collaborating with internal teams like business operations, customer technical services, program and product development. See the big picture and help create and enforce standards and practices that help our customers have smooth run. Key Responsibilities: Lead, mentor, and develop a team of triage engineers and collaboration specialists. Conduct regular 1:1s, performance reviews, and career development planning. Foster a culture of accountability, empathy, and continuous learning. Oversee the triage of incoming tickets, ensuring timely categorization, prioritization, and routing. Ensure adherence to SLAs and escalation protocols. Act as an escalation point for high-severity and high-priority tickets. Champion collaboration tools and practices (e.g., Slack, Teams, Confluence) to improve communication and transparency. Define and refine triage workflows, escalation paths, and documentation standards. Analyze ticket trends and team performance metrics to identify areas for improvement. Report on KPIs and operational health to senior leadership. Maintain clear and effective communication with stakeholders, providing updates on issue status and resolution progress. Ensure to have an updated 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. Drive initiatives on process improvements to streamline triage and collaboration workflows, enhancing efficiency and customer satisfaction. Identify toils and submit with clear ownership and expected benefit Required Technical Skills Understanding of Linux and process of troubleshooting issues Understanding of Database concepts (Oracle, SQL, Mongo), 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. ## Related Videos - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) ## Related Articles - [Résumé-Driven Development: How IT trends affect the job market for software developers](https://www.wearedevelopers.com/magazine/59-resume-driven-development-how-it-trends-affect-the-job-market-for-software-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Should Tech Managers Be Developers First? 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