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 I

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 I, Field Services 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:

•\tImplement strategic refresh projects within the region
o\tCollaborate with local stakeholders (e.g. end users, Real Estate Services, Network Engineering, and vendors) to simplify and modernize audio visual experiences
o\tFacilitate final acceptance of solutions and projects to the Multimedia Services Operations Team leveraging the standard processes and documentation
•\tLead resolution and problem management for video conferencing technology in meeting rooms/spaces, scheduling panels, wireless content sharing, and electronic bulletin boards
o\tColloborate with other engineering teams (e.g. Network operations) for break/fix
o\tFacilitate meetings or tasks with external break/fix vendors
•\tProvide support service management of audio visual products within the region
o\tManage ITSM process for ticketing, incident reporting/resolution, and monitoring
o\tContribute to monthly operational metrics and insights
•\tContribute input/feedback into global standards and processes
•\tConduct the daily activities of the operational support team and provides advanced technical support for Mastercard’s technology operations environment
• Supports development and implementation of standards, procedures, and processes for the operational support team and implements transformational change initiatives
• Participates in 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
• Identifies opportunities for policy changes, presents proposed changes to management, and creates plans for implementation

Supports activties related to the deployment, monitoring, troubleshooting, and resolution of systems and applications inin the wider Collaborations Tools and Employee Digital Expereince (EDE) grooups within Mastercard.

All About You

•\tDemonstrated focus and success on customer service
•\tA strong, confident, and exacting writer and speaker, able to communicate issues, status, resolution and root cause analysis to stakeholders and management
•\tKnowledgable 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)
•\tKnowledgable in technical infrastructure (e.g. audio visual, network, security)
•\tKnowledge of collaboration platforms (e.g. Microsoft Teams, Zoom, Webex)
•\tProvides routine technical support and maintenance for Mastercard’s operations environment with an emphasis on networking technologies
•\tClarifies common customer problems and provides resolutions for simple system failures or degradations according to standard protocols
•\tRecommends areas for network enhancements and assists with implementing basic changes within the program environment
•\tSupports customer interactions to provide infrastructure related services, including incident, problem, change and capacity management, and reporting activities
•\tMay 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:

•\tAbide by Mastercard’s security policies and practices;
•\tEnsure the confidentiality and integrity of the information being accessed;
•\tReport any suspected information security violation or breach, and
•\tComplete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

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.