Enterprise Operations Engineer II

Our Purpose

Mastercard powers economies and empowers people in 200 countries and territories worldwide. Together with our customers, were 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.

Enterprise Operations Engineer II - Multimedia

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.

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 supporting the global team as needed. The ideal candidate is highly motivated, analytical, outcomes-oriented, and is a good communicator.

With the increased focus on a 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.

Working with the Regional Manager and Operations Lead of Multimedia Services to:

• Plan and implement strategic refresh projects within the region
  • Collaborate with local stakeholders (e.g. end users, Real Estate Services, Network Engineering, and vendors) to simplify and modernize audio visual experiences
  • 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
  • Collaborate with other engineering teams (e.g. Network operations) for break/fix
  • Facilitate meetings or tasks with external break/fix vendors
• Provide service management of audio visual products within the region
  • Manage ITSM process for ticketing, incident reporting/resolution, and monitoring
  • Contribute to monthly operational metrics and insights
• Contribute input/feedback into global standards and processes
• Manage and coordinate the daily activities of the operational support team and provide advanced technical support for Mastercards technology operations environment
• Collaborate with program owners to ensure center-wide disaster recovery processes are in place and the networking environment is operating efficiently
• Interface with customers to provide the full spectrum of ITSM-related practices, including incident, problem, change, and capacity management, and reporting activities, and serve as an escalation point for issues that arise
• Support the development and implementation of standards, procedures, and processes for the operational support team and implement transformational change initiatives
• Own vendor relationships, serving as the day-to-day point of contact for third parties and escalate any vendor issues as they arise to resolve them in a timely manner
• Evaluate and coach others in tracking function performance according to established KPIs and recommend improvements
• Identify opportunities for policy changes, present proposed changes to management, and create plans for implementation
• Provide support for events involving audiovisual technology.

• 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 Mastercards 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

Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position must:

• Abide by Mastercards 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 Mastercards guidelines.

Location: Mumbai, India, 400059