Our PurposeMastercard 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 SummaryEnterprise Operations Engineer (A/V)
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 seeking an Enterprise Operations Engineer II, Field Services to support multiple regions globally. This role is responsible for driving lifecycle refresh initiatives, leading transformational efforts, and delivering high-quality AV services and event support within the assigned region, while also contributing to global team priorities as needed.
The ideal candidate is highly motivated, analytical, results driven, and an effective communicator.
As the organization continues to evolve toward a more flexible workplace, this role will play a key part in enhancing the employee digital experience, helping to enable, connect, and empower colleagues around the world.
Main Responsibilities
• Serve as the primary support lead for AV technologies, including video conferencing, wireless sharing, room scheduling, and digital signage
• Partner with the Regional Manager and Operations Lead to plan and execute strategic AV refresh initiatives across the region
• Collaborate with stakeholders (end users, Real Estate, Network Engineering, vendors) 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
All About You
• 3+ years of hands-on experience installing, configuring, supporting, and managing audiovisual technologies within global enterprise environments, including video conferencing systems, audio DSPs, wireless presentation solutions, control systems, room scheduling platforms, and digital media infrastructure.
• Strong expertise in collaboration technologies, including Microsoft Teams, Zoom, and Webex, ensuring seamless communication and high-quality meeting experiences for end users.
• Proven ability to deliver exceptional customer service and technical support, building strong relationships with stakeholders while maintaining a high level of user satisfaction.
• Solid understanding of audiovisual, networking, and security infrastructures, enabling efficient troubleshooting and reliable system performance.
• Experienced in providing day-to-day operational support and maintenance, ensuring system availability, stability, and optimal performance across enterprise environments.
• Skilled in diagnosing and resolving technical incidents, identifying root causes, and following established procedures to minimize downtime and service disruptions.
• Hands-on experience supporting IT Service Management (ITSM) processes, including incident, problem, change, and capacity management.
• Contributes to continuous improvement initiatives by identifying opportunities to enhance network performance, collaboration technologies, and operational efficiency.
• Demonstrated ability to mentor and support junior team members, sharing technical knowledge and promoting best practices across the organization.
• Strong analytical and problem-solving skills, with a proactive approach to maintaining highly available and reliable collaboration and AV solutions.
• Excellent written and verbal communication skills, with the ability to effectively communicate technical issues, status updates, resolutions, and root cause analyses to both technical and business audiences.
Corporate Security ResponsibilityAll 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.
