Enterprise Operations Engineer ll

Mastercard • New York, NY

1d • $91,000 - $152,000

About The Position

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. Who is Mastercard? Mastercard is a global technology company in the payments sector. We power payments and provide products and services for individuals and industries all around the world. Our people, technology, data and brand provide the capabilities that drive our success. We believe in connecting people to priceless possibilities. As a company, we know that our success is driven by the skills, experience, integrity and mindset of the talent we hire. By building an inclusive, world-class culture, our employees have once-in-a-career opportunities to be a part of teams that have a greater impact on our community and our world. We invite you to join our team to find out how you too can start something priceless. Overview: The O.N.E. team is looking for a Principal, Senior Executive Systems Support Engineer to drive our customer experience strategy forward for our VIP Enhanced users by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset. Role: Proactively collaborate with other engineering teams and services (e.g. desktop, unified communications, multimedia, mobility, network, security, and regional leads) to ensure alignment on service delivery for VIPs. Windows, Mac, iPhones, Androids, iPads, Windows & Apple client applications and operating systems. various core and non-core software applications Messaging/collaboration software such as Outlook, Teams & Zoom Strategic and proactive patching, proactive maintenance, and upgrades. Resolve problems and satisfy simple or complex installation and support requests in a wide range of environments such as in office, at home, or while traveling. Oversight of VIP ticket queue to ensure prioritization, case details, and quality of resolution – keep VIPs informed of actions including issues, resolution plans and other updates. Partner with internal and external partners to identify opportunities to improve services & support, solve problems, and deliver solutions quickly and effectively. Establish end-user documentation, training materials and project updates for VIPs. Create and provide scheduled and ad hoc training for hardware, software, or processes. All About You: Look at everything through the eyes of your customer and clear focus on their needs. Build trusting relationships with the customer and stakeholders, serve as technical advisor. Skilled at delivering clear concise and relevant communications (written and verbal). Highly engaged and able to think strategically while being laser-focus on details. Always looking to increase your knowledge base and skill level, including certification training. Driven by outcomes and approach work with a sense of urgency. Ability to navigate high-paced and high-pressure situations with confidence. You’re curious and always looking for potential solutions to solve problems. Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role.

Requirements

• Look at everything through the eyes of your customer and clear focus on their needs.
• Build trusting relationships with the customer and stakeholders, serve as technical advisor.
• Skilled at delivering clear concise and relevant communications (written and verbal).
• Highly engaged and able to think strategically while being laser-focus on details.
• Always looking to increase your knowledge base and skill level, including certification training.
• Driven by outcomes and approach work with a sense of urgency.
• Ability to navigate high-paced and high-pressure situations with confidence.
• You’re curious and always looking for potential solutions to solve problems.

Responsibilities

• Proactively collaborate with other engineering teams and services (e.g. desktop, unified communications, multimedia, mobility, network, security, and regional leads) to ensure alignment on service delivery for VIPs.
• Windows, Mac, iPhones, Androids, iPads, Windows & Apple client applications and operating systems.
• various core and non-core software applications Messaging/collaboration software such as Outlook, Teams & Zoom
• Strategic and proactive patching, proactive maintenance, and upgrades.
• Resolve problems and satisfy simple or complex installation and support requests in a wide range of environments such as in office, at home, or while traveling.
• Oversight of VIP ticket queue to ensure prioritization, case details, and quality of resolution – keep VIPs informed of actions including issues, resolution plans and other updates.
• Partner with internal and external partners to identify opportunities to improve services & support, solve problems, and deliver solutions quickly and effectively.
• Establish end-user documentation, training materials and project updates for VIPs.
• Create and provide scheduled and ad hoc training for hardware, software, or processes.

Benefits

• insurance (including medical, prescription drug, dental, vision, disability, life insurance)
• flexible spending account and health savings account
• paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
• 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire
• 10 annual paid U.S. observed holidays
• 401k with a best-in-class company match
• deferred compensation for eligible roles
• fitness reimbursement or on-site fitness facilities
• eligibility for tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed