Enterprise Operations Engineer Ii

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 Enterprise Operations Engineer II - Multimedia Who is Mastercard Mastercard is a global technology company in the payments industry Our mission is to connect and power an inclusive digital economy that benefits everyone everywhere by making transactions safe simple smart and accessible Using secure data and networks partnerships and passion our innovations and solutions help individuals financial institutions governments and businesses realize their greatest potential Our decency quotient or DQ drives our culture and everything we do inside and outside of our company With connections across more than 210 countries and territories we are building a sustainable world that unlocks priceless possibilities for all Overview The Multimedia Services team is looking for an Enterprise Operations Engineer II to join the team in multiple areas around the globe The role is focused on lifecycle refresh transformational initiatives and service delivery and event support within 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 support for 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 Provides support for events involving audiovisual technology 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 Every person working for or on behalf of Mastercard is responsible for information security All activities involving access to Mastercard assets information and networks comes with an inherent risk to the organization and therefore it is expected that the successful candidate for this position 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 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 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