Manager, Enterprise Operations (Audio / Visual)

Mastercard-posted 4 days ago
Full-time • Manager
Miami, FL
5,001-10,000 employees
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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.

  • 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.
  • 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
  • Proven experience as a people leader with direct reports to provide management, guidance and support for less experienced team members
  • Knowledge or experience working with Polycom Video Conferencing equipment, and Crestron Electronics
  • 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
  • Skills and experience operating as a project manager in the audio / visual design space, preferred
  • 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
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