Mastercard is a global leader in powering economies and empowering people across over 200 countries. We are dedicated to building a sustainable economy where everyone can thrive, offering secure, simple, and smart digital payment choices. Our technology, partnerships, and extensive networks provide unique products and services designed to unlock the greatest potential for individuals, businesses, and governments.

This Senior Enterprise Operations Engineer role within the Multimedia Services team in Pune, India, is pivotal. You will contribute to a dynamic Employee Digital Experience team, focusing on lifecycle refresh, transformational initiatives, event support, and seamless service delivery. We are seeking a highly motivated, analytical, and outcomes-oriented individual with strong communication skills to support our global operations and embrace the future of flexible workplaces.

As a Senior Enterprise Operations Engineer, you will collaborate closely with the Regional Operations Manager.

Key responsibilities include: - Participating in the planning and execution of strategic regional refresh projects, working with stakeholders like end-users, Real Estate, Network Engineering, and vendors to modernize audio-visual experiences. You will ensure solutions meet standards and facilitate their acceptance by the Multimedia Services Operations Team. - Taking ownership of specific audio-visual technologies such as video conferencing, wireless content sharing, room schedulers, or digital signage. - Leading the resolution of issues and managing problems related to video conferencing, scheduling panels, wireless content sharing, and digital signage. This involves collaborating with network operations for break/fix and coordinating with external vendors. - Providing comprehensive service management for audio-visual products within the region, engaging in ITSM processes for ticketing, incident resolution, and monitoring, and contributing to operational metrics. - Offering valuable input into global standards and processes, and coordinating daily activities for the operational support team while providing advanced technical support. - Working with program owners to ensure robust disaster recovery processes and efficient network operations. - Serving as a customer interface for ITSM practices, including incident, problem, change, and capacity management, and acting as an escalation point for complex issues. - Supporting the development and implementation of standards and processes, driving transformational changes, and managing third-party vendor relationships.

We are looking for a candidate with a demonstrated commitment to exceptional customer service.

Essential qualifications include: - Excellent written and verbal communication skills, with the ability to clearly articulate issues, status, resolutions, and root cause analysis to diverse stakeholders. - Proven experience in the installation, configuration, and management of AV technologies within a global enterprise environment. This includes expertise with videoconferencing codecs, audio DSPs, wireless sharing devices, control systems, room schedulers, digital media switchers, and transmitter/receiver technology. - Leadership in the technical planning and execution of corporate and executive events, both in-person and virtual, utilizing production equipment such as Tricaster, digital audio mixers, cameras, lighting controllers, intercom systems, and multiple video/audio distribution systems. - Proficiency in key technical infrastructure areas, including audio-visual, networking, and security. - Familiarity with collaboration platforms like Microsoft Teams Rooms (MTR), Zoom Webinars & Events, and Webex. - Experience providing routine technical support and maintenance for the operations environment, with a strong focus on networking technologies. - Ability to diagnose common customer problems and provide resolutions for system failures or degradations. - Capability to recommend network enhancements and assist with implementing basic changes. - Support for customer interactions encompassing incident, problem, change, and capacity management. - Potential to guide less experienced team members.