Description
Mastercard's Multimedia Services team is seeking an Enterprise Operations Engineer II, Field Services to support multiple regions globally. This role drives lifecycle refresh initiatives, leads transformational efforts, and delivers high-quality AV services and event support within the assigned region.
Main Responsibilities
- Serve as primary support lead for AV technologies, including video conferencing, wireless sharing, room scheduling, and digital signage
- Partner with Regional Manager and Operations Lead to plan and execute strategic AV refresh initiatives across the region
- Collaborate with stakeholders to modernize and enhance audiovisual experiences
- Oversee solution delivery and drive final acceptance into operations using standardized processes and documentation
- Lead incident, problem, and break/fix management, coordinating with internal engineering teams and external vendors
- Manage ITSM processes, including ticketing, incident resolution, change management, monitoring, and reporting
- Drive operational excellence by tracking KPIs, contributing to performance metrics, and identifying continuous improvement opportunities
- Oversee vendor relationships, support AV-enabled events, and contribute to global standards, disaster recovery planning, and operational processes
Requirements
- 3+ years of hands-on experience installing, configuring, supporting, and managing audiovisual technologies within global enterprise environments
- Strong expertise in collaboration technologies, including Microsoft Teams, Zoom, and Webex
- Proven ability to deliver exceptional customer service and technical support
- Solid understanding of audiovisual, networking, and security infrastructures
- Experienced in providing day-to-day operational support and maintenance
- Skilled in diagnosing and resolving technical incidents
- Hands-on experience supporting IT Service Management (ITSM) processes
- Contributes to continuous improvement initiatives
- Demonstrated ability to mentor and support junior team members
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
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