Lead, Enterprise Operations
Mastercard
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $112,000 - $187,000 per year
Job Level
Senior
Tech Stack
ITSM
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
audio visual technologiesvideo conferencingwireless content sharingroom schedulersdigital signageinstallationconfigurationmanagementnetworking technologiestechnical support
Soft skills
customer servicecommunicationproblem managementcollaborationcoachingwritingstakeholder engagementfeedbackresolutionanalysis