Manager, Enterprise Operations (Audio / Visual)

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

Manager, Enterprise Operations (Audio / Visual)

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.

About the Role

The Multimedia Services team is looking for a Multimedia Manager, Enterprise Operations Field Services to join the team as a Regional Lead. The role is focused on lifecycle refresh, transformational initiatives, and service delivery in the region. The ideal candidate is an excellent communicator who is highly motivated, analytical, and outcomes oriented.

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 Global Director 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 owner for an 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
• Manages a team, conducts goal setting, performance appraisal processes, guides and coaches own team and others, and is involved in workforce planning
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.

All About You

• Demonstrated focus and success on customer service
• A strong, confident, and exacting writer and speaker, able to communicate