Lead, Enterprise Operations

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Job Description:

  • 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
  • Support the product owners for an audio visual technologies (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: 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 globally
  • 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
  • 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
  • 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
  • Supports activities related to the deployment, monitoring, troubleshooting, and resolution of systems and applications in the wider Collaborations Tools and Employee Digital Experience (EDE) groups within Mastercard.

Requirements:

  • 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
  • Provide guidance to less experienced team members.

Benefits:

  • insurance (including medical, prescription drug, dental, vision, disability, life insurance)
  • flexible spending account and health savings account
  • paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
  • 80 hours of Paid Sick and Safe Time
  • 25 days of vacation time and 5 personal days, pro-rated based on date of hire
  • 10 annual paid U.S. observed holidays
  • 401k with a best-in-class company match
  • deferred compensation for eligible roles
  • fitness reimbursement or on-site fitness facilities
  • eligibility for tuition reimbursement
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