Enterprise Operations Engineer II - Multimedia
Mastercard · Vadodara, Gujarat, India
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- On site
- Full-time
- $100,000 / year
- Vadodara, Gujarat, India
Job highlights
- Support global multimedia services and operations.
- Implement strategic AV refresh projects regionally.
- Manage AV technology product support and issue resolution.
- Collaborate with engineering, network, and vendors.
- Contribute to global standards and operational metrics.
About the role
Enterprise Operations Engineer II - Multimedia
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 II - Multimedia
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 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.
Role
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
- Manages and coordinates the daily activities of the operational support team and provides advanced technical support for Mastercard’s technology operations environment
- 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
- Owns 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
- 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
- Provides support for events involving audiovisual technology.
All About You
- 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
- May 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:
- 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.
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.
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.
Key skills/competency
- Audio Visual (AV) Technology
- Video Conferencing
- Network Engineering
- ITSM Processes
- Problem Management
- Service Delivery
- Vendor Management
- Collaboration Platforms
- Customer Service
- Technical Support
Skills & topics
- Enterprise Operations Engineer
- Multimedia
- Audio Visual
- Video Conferencing
- ITSM
- Network Engineering
- Technical Support
- Service Delivery
- Collaboration Platforms
- Mastercard
How to get hired
- Tailor your resume: Highlight AV technology, collaboration platforms, and ITSM experience.
- Showcase problem-solving: Detail your experience in leading AV issue resolution and vendor management.
- Emphasize communication: Provide examples of clear communication with stakeholders and management.
- Prepare for technical questions: Be ready to discuss AV installation, configuration, and network infrastructure.
- Demonstrate customer focus: Illustrate your commitment to customer service in previous roles.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the primary responsibilities of an Enterprise Operations Engineer II - Multimedia at Mastercard?
- The Enterprise Operations Engineer II - Multimedia at Mastercard is responsible for planning and implementing strategic refresh projects, managing audio-visual technology, leading issue resolution for AV systems, collaborating with engineering teams and vendors, and contributing to global standards and operational metrics. They also provide product support for AV technologies and support events involving AV technology.
- What specific audio-visual (AV) technologies does this role focus on at Mastercard?
- This role focuses on a range of AV technologies including video conferencing codecs, audio DSP, wireless content sharing devices, control systems, room schedulers, electronic bulletin boards/digital signage, and transmitter/receiver technology. Experience with collaboration platforms like Microsoft Teams, Zoom, and Webex is also crucial.
- Does this Enterprise Operations Engineer II role involve remote work or on-site presence at Mastercard?
- The job description indicates the team is looking for individuals in multiple areas around the globe, suggesting flexibility. While specific work arrangements aren't detailed, the role supports global teams and flexible workplace initiatives, implying a potential for hybrid or remote options depending on the specific location and team needs.
- What kind of collaboration is expected for the Enterprise Operations Engineer II - Multimedia at Mastercard?
- Collaboration is a key aspect of this role. You will work closely with the Regional Manager and Operations Lead, local stakeholders such as end-users, Real Estate Services, and Network Engineering, as well as external break/fix vendors. Collaboration with other engineering teams is also expected for issue resolution.
- How important is customer service experience for the Enterprise Operations Engineer II - Multimedia role at Mastercard?
- Customer service experience is highly valued for this role. The job description explicitly mentions a 'Demonstrated focus and success on customer service' as a key attribute. You will be interfacing with customers to provide infrastructure-related services, making a strong customer-centric approach essential.
- What are the security responsibilities for an Enterprise Operations Engineer II at Mastercard?
- All employees at Mastercard, including this role, are responsible for information security. This involves abiding by security policies, ensuring the confidentiality and integrity of accessed information, reporting any suspected security violations, and completing mandatory security training.