Configuration Management Operations Manager

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

Configuration Management Operations Manager

Job Title: Manager - BMC Discovery, BMC CMDB, and Overwatch Operational Support
Location: STL Winghaven
Job Type: Full-Time
Department: BizOps

Position Overview:
We are seeking an experienced and motivated Manager to lead and oversee the operational support teams responsible for BMC Discovery and BMC Configuration Management Database (CMDB). This role is crucial in ensuring the stability, accuracy, and reliability of our configuration management systems and automated discovery solutions. The successful candidate will lead a team of technical professionals, drive service excellence, and ensure compliance with ITIL best practices and internal standards.

Key Responsibilities:
Team Management & Leadership
Lead, mentor, and manage a team of technical specialists responsible for BMC Discovery and CMDB operations.
Conduct performance reviews, skill assessments, and provide coaching for career development.
Plan and allocate resources efficiently to meet operational and project objectives.

Operational Support Oversight
Ensure the reliability and availability of the BMC Discovery, CMDB and Overwatch platforms.
Oversee incident, problem, and change management activities related to Discovery and CMDB.
Develop and monitor KPIs and SLAs to ensure high-quality service delivery.

Process Improvement & Compliance
Drive continual improvement of CMDB and Discovery processes, data quality, and automation.
Ensure CMDB data integrity and reconciliation across IT systems.
Maintain compliance with internal governance, security, and audit requirements.

Stakeholder Engagement
Collaborate with Infrastructure, ServiceNow, Security, and Application teams to align Discovery and CMDB capabilities with business needs.
Act as a subject matter expert and point of escalation for Discovery and CMDB-related issues.

Project & Change Management
Support and manage projects involving Discovery and CMDB enhancements or integrations.
Participate in planning, testing, and deployment of tool upgrades, patches, and changes.

Qualifications:
Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
5+ years of experience with BMC Discovery and BMC CMDB.
2+ years of experience in a managerial or team lead capacity.
Strong knowledge of ITIL practices, particularly in Configuration Management and IT Operations.
Familiarity with integration of CMDB with ITSM tools such as BMC Helix or ServiceNow.
Proven experience managing technical teams and driving performance.
Excellent communication, leadership, and stakeholder management skills.

Preferred Qualifications:
ITIL v4 Foundation or Intermediate certification.
BMC Certified Administrator (Discovery/CMDB).
Experience with large-scale CMDB implementations and data governance.
Familiarity with discovery patterns, integrations, and automated CI population.

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

• 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.