Lead, Enterprise Operations - 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
Lead, Enterprise Operations - 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 a highly-motivated Multimedia Lead, Enterprise Operations to join the team as an Engineering collaboration infrastrucutre Lead. The role is focused on maangement, break/fix and supprot of our Video Infrastrucutre Platforms, Hardware and manaamgement tools.
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
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:
Colloborate 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 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
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
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.
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.