Job Description

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
Senior Enterprise Operations Engineer - Multimedia
Overview
The Multimedia Services team is looking for an Senior Enterprise Operations Engineer to join the team in multiple areas around the globe. The role is focused on lifecycle refresh, transformational initiatives, and service delivery wihtin the region they are hired as well as supproting the global team as needed. . The ideal candidate is highly motivated, analytical, outcomes oriented, and is a good communicator.
With the increased focus on flexible workplace of the future, you will be a key contributor to a dynamic Employee Digital Experience team to enable, connect, and empower your colleagues globally.
Role
Working with the Regional Manager and Operations Lead of Multimedia Services to:

• Plan and implement strategic refresh projects within the region

o Collaborate with local stakeholders (e.g. end users, Real Estate Services, Network Engineering, and vendors) to simplify and modernize audio visual experiences
o Facilitate final acceptance of solutions and projects to the Multimedia Services Operations Team leveraging the standard processes and documentation

• Be the product owner for an audio visual technology (e.g. video conferencing, wireless content sharing, room schedulers, or electronic bulletin boards/digital signage)
• Lead resolution and problem management for video conferencing technology in meeting rooms/spaces, scheduling panels, wireless content sharing, and electronic bulletin boards

o Colloborate with other engineering teams (e.g. Network operations) for break/fix
o Facilitate meetings or tasks with external break/fix vendors

• Provide service management of audio visual products within the region

o Manage ITSM process for ticketing, incident reporting/resolution, and monitoring
o Contribute to monthly operational metrics and insights

• Contribute input/feedback into global standards and processes
• Manages and coordinates the daily activities of the operational support team and provides advanced technical support for Mastercard's technology operations environment
• Collaborates with program owners to ensure center wide disaster recovery processes are in place and the networking environment is operating efficiently
• Interfaces with customers to provide the full spectrum of ITSM-related practices, including incident, problem, change and capacity management, and reporting activities, and serves as an escalation point for issues that arise
• Supports development and implementation of standards, procedures, and processes for the operational support team and implements transformational change initiatives
• Owns vendor relationships, serving as the day-to-day point of contact for third parties and escalates any vendor issues as they arise to resolve in a timely manner
• Evaluates and coaches others in tracking function performance according to established KPI's and recommends improvements
• Identifies opportunities for policy changes, presents proposed changes to management, and creates plans for implementation
• Manages a team, conducts goal setting, performance appraisal processes, guides and coaches own team and others, and is involved in workforce planning

All About You

• Demonstrated focus and success on customer service
• A strong, confident, and exacting writer and speaker, able to communicate issues, status, resolution and root cause analysis to stakeholders and management
• Experience in installation, configuration and management of AV technologies within a global enterprise (e.g. videoconferencing codecs, audio DSP, wireless sharing devices, control systems, room schedulers, digital media switchers, transmitter and receiver technology)
• Proficient in technical infrastructure (e.g. audio visual, network, security)
• Knowledge of collaboration platforms (e.g. Microsoft Teams, Zoom, Webex)
• Provides routine technical support and maintenance for Mastercard's operations environment with an emphasis on networking technologies
• Clarifies common customer problems and provides resolutions for simple system failures or degradations according to standard protocols
• Recommends areas for network enhancements and assists with implementing basic changes within the program environment
• Supports customer interactions to provide infrastructure related services, including incident, problem, change and capacity management, and reporting activities
• May provide guidance to less experienced team members

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.

Skills Required